Customer Services Officer - 13555
GMR Group
Date: 1 day ago
City: Delhi, Delhi
Contract type: Full time

Job Purpose
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.
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.
ORGANISATION CHART
Accountabilities
KEY 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.
EXTERNAL INTERACTIONS
Airport Operations Control Centre (AOCC)
Airport Rescue and Fire Fighting (ARFF)
Guest Relations, Maintenance Team
Commercial Department
Airside department, Aviation Services
IT department,
FINANCIAL DIMENSIONS
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.
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.
ORGANISATION CHART
Accountabilities
KEY 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
- No. of issues / feedback highlighted
- No. of observations closed
- No. of non-compliance.
- Timely closure of the same
- No. of penalties imposed
- Deficiency in documentations
- Planned v/s actuals
- No. of issues / feedback
- No disruption in terminal operations.
- No. of issues closed
- Accuracy of reports / MIS / log book
- Timely MIS generation
- No. of observations found
- No. incidences / accidents reported
- No. of observations closed
- ASQ scores
- No. of issues resolved with timeframe
- No. of unresolved passenger feedback.
- No. of issues highlighted
- Improvement in facilities for passengers.
EXTERNAL INTERACTIONS
- Government Agencies: CISF, Immigration, Customs, Delhi Police
- Airlines
- Medical Services
- Commercial Outlets
- Vendors (House-keeping, Baggage Handling Services)
- RAXA Security
Airport Operations Control Centre (AOCC)
Airport Rescue and Fire Fighting (ARFF)
Guest Relations, Maintenance Team
Commercial Department
Airside department, Aviation Services
IT department,
FINANCIAL DIMENSIONS
- NA
- NA
- Graduate from reputed university preferably MBA
- 6 years of work experience at Airport preferably Airport knowledge, rules and regulations on Airport Operations
- Personal Effectiveness
- Social Awareness
- Entrepreneurship
- Problem Solving & Analytical Thinking
- Planning & Decision Making
- Capability Building
- Strategic Orientation
- Stakeholder Focus
- Networking
- Execution & Results
- Teamwork & Interpersonal influence
- Passenger Flow Management (Proficient)
- Passenger facility Management (Practitioner)
- Terminal Operations Processes (Proficient)
- Aviation Regulations and Standards (Practitioner)
- Performance Monitoring and Reporting (Practitioner)
- Crisis and Emergency Management (Proficient)
- Stakeholder Management (Internal and External) (Proficient)
- Customer Service Excellence and Complaints Management (Proficient)
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Medical Devices-Assessor/ Auditor
DNV,
Delhi, Delhi
3 days ago
About UsWe are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance...

Sales Manager I
Swiggy,
Delhi, Delhi
1 week ago
Way of Working - Office/Field - Employees will work full-time from their base locationSwiggy is India's leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500 cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet...

Guest Delight Associate
Atlys,
Delhi, Delhi
1 week ago
Job Description Atlys' mission is to enable every person on earth to travel freely.At Atlys, we believe that the path to creating a more open world is by making it efficient to travel. Travelers cite visas as the most frustrating pain point, and we're starting by automating that completely. We're looking for talented people who are interested in building the...
