Sr. Customer Service Executive

JOB PURPOSE

Operate Helpdesk and monitor the facilities / allocation of resources and other activities in the Passenger Terminal building (PTB) while meeting / achieving established SOPs of a designated area and ensuring regulatory compliance at airport terminal in delivering ultimate customer satisfaction.

The role will be the face of the organization and needs to ensure that there are no inconveniences to passenger by facilitating them by means of assisting the passenger, addressing their queries and ensuring all resources are functional. For achieving this objective the role requires to coordinate with Internal Stakeholders for the upkeep of facilities for ensuring passenger convenience.  

•    Execute the Routine Operational requirement as follows;
o    Daily Inspection
o    Periodical Inspection
o  Monitoring the Lost & Found section with clear guidelines for safe custody of any articles by ensuring, the procedures are followed in every shift, with proper checked via a checklist.

o    Verification on contractor Manning level, Machinery, Chemical and tools
o  Managing and monitoring common operations activities, maintain regulatory compliance across Terminal by coordinating with respective stakeholders
o    Implement QMS: Operation Procedure, collection and analyze data

In the absence of the shift in charge, step in and  take over the charges of handling shifts 
 

ORGANISATION CHART

 

Accountabilities	Key Performance Indicators
Coordinate all defects reported with ref to passenger facilities, airport ambience upkeep. and  coordinated  and accounted for	No. of observations /follow up /closure
Ensure  & coordinate Information and Transfer desk manning by service providers	As per agreed SLA
Conduct regular check on Standard Operating Procedures (SOP’s) on Lost Property (LP), that procedure followed in every shift, also ensure that name and signatures of cash taker and handover in shift (TM/ CSO) should be mentioned & maintained  on cash handover sheet for daily basis	Regular monitoring the manuals.
Co-ordinate with internal and external agencies involved during any VIP movements	Zero complaints
Facilitate Passengers and collect feedback on their experience about the airport.	No of feedbacks collected through tabs.
Proper handover of LP articles to claimants according to SOP and maintaining the records. .	Resource management allocation
Daily Co-ordinate for smooth flow of passengers at the congestions points. Collect data for the management as in when asked to improve/enhance the processes.	Annual % of 5 touches points.
Co-ordinate with CISF, Customs, Immigration and APHO at Arrivals & Departures for hassle free operations  on day to day basis and during any emergencies & exigencies	Zero Delay and AEP
Co-ordinate with the Airlines/GH, Customs and Airside operations to meet Baggage delivery as per Airport service standards.	First Bag/ Last Bag
Participate and co-ordinate activities for passenger engagement, terminal management during ASQ surveys through the action plans of FGD	Monthly/ Annual target

 

KEY ACCOUNTABILITIES

Assist the Executive / Manager on shift at the Haj terminal during operations ensuring Hajjis are facilitated.	Hassle free Haj Operations
Handling Public announcement system  during the shift and adhere to the guidelines of emergency ,evacuation announcements.	SOP as per the announcement policy
Execute the daily inspection of the housekeeping /pest control management ,verification on contractor manning level ,machineries ,chemical & tools.	SLA target vs Actual
Implement QMS of facility management through ops pre procedures ,collect &  analyze data to monitor the performance  of the contractor	As per agreed SLA
Maintain the cleanliness as per the required standards of PTB, VVIP, VIP lounge and its pathway.	No of deviation by issuing site memos/site instructions
Maintain evidences of demerits issued to the contractor, maintain log books for complaints ,incidents ,irregularities and any related activities .	Analyze data for improvement.
To ensure that the appointed Service Provider fulfill’s the operational requirement as per SLA and the contract.  Utilities and passenger Facilities hygiene are maintained.	SLA adherence %
Adherence to operational, emergency procedures and policy decisions as per the standard operating procedures	Departmental manuals,  SOPS ,IATA guidelines
Ensure the service standards as per ASQ parameter and come up ideas to enhance the services.	ASQ Score
Coordinate with internal & external stakeholder for ensuring upkeep of facilities for the allotted areas.	Upkeep of facilities
To ensure that the cleanliness is maintained at required standard for the area used for any event organized by RGIA or any VVIP movement.	No of complaints received/addressed /as per escalation matrix.

 

EXTERNAL INTERACTIONS

• Airlines
• Ground Handlers
• CISF/ Customs/Immigration/APHO
• Service Providers  appointed under department scope 
• Apollo Medical Centre
• Animal and Plant Quarantine 
   

INTERNAL INTERACTIONS

• AOCC 
• ASO/ Airside/CFL
• Business Development –Non Aero
• Security and Control
• Technical Service and CFL
• Protocol 
• Apollo Medical Centre
   

FINANCIAL DIMENSIONS

• Adhere to the actions, processes suggested to reduce costs; SLA Violations to be escalated to the immediate reporting manager.

OTHER DIMENSIONS

Customer Management, Team Handling & Problem resolving

EDUCATION QUALIFICATIONS

Any Graduate discipline (Hotel Management background preferred) , reputed institute  of Aviation or Hospitality management 

RELEVANT EXPERIENCE

• 3 to 6 years’ relevant experience in Aviation/Hotel/Hospitality
• Appropriate knowledge & experience in Lost & Property handling

COMPETENCIES