Customer Services Officer - 13555
GMR Group
Date: 3 weeks 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)
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