Customer Service Officer- Terminal Operations

To supervise and monitor terminal operations activity of DIAL like, allocation of resources and other activities while meeting / achieving established SOPs in specified area and ensuring regulatory compliance at airport terminal in delivering ultimate customer satisfaction.

Accountabilities

Key Performance Indicators

In-charge, Rover & Supervision of Customer Service Coordinators deployed in a particular area, e.g. Check-in, Security Hold Area (SHA), Arrivals & Reclaim area.

• No. of issues / feedback highlighted
• No. of passenger complaints

To coordinate and provide operational support to Terminal Manager in Check-in, Security Hold Area (SHA), Arrivals & Reclaim area, internal and external stakeholders, government agencies for meeting any contingencies and smooth functioning of IGI airport.

• No. of issues / feedback highlighted
• No. of observations closed

Monitoring the adherence of Service Level Agreements (SLAs) for housekeeping activity, fumigation and other vendors at PTB during shifts in the respected areas.

• No. of non-compliance.
• Timely closure of the same
• No. of penalties imposed
• Deficiency in documentations
• Planned v/s actuals

Conduct regular check on Standard Operating Procedures (SOP’s) for ensuring excellent passenger service in the respected areas.

• No. of issues / feedback
• No disruption in terminal operations.
• No. of issues closed

Preparation of reports based on daily operations, used as statistics for passenger service level improvements.

• Accuracy of reports / MIS  / log book
• Timely MIS generation

Ensuring safe and secure environment for passengers by identifying fire, safety hazards, civil, electrical and mechanical work in the allocated area.

• No. of observations found
• No. incidences / accidents reported
• No. of observations closed

Ensuring proactive reflection of Terminal and Airport Emergency Plan (bomb threat and fire evacuation) for passenger safety. 

• ASQ scores
• No. of issues resolved with timeframe
• No. of unresolved passenger feedback.

Addressing passenger grievances, incorporating their feedback and suggestions, forwarding them to concerned departments for necessary actions and business continuity within stipulated timeline.

• No. of issues highlighted
• Improvement in facilities for passengers.