Customer Services Officer - 13676

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.

• 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.
  
  
  

KEY ACCOUNTABILITIES - Additional Details

EXTERNAL INTERACTIONS

• Government Agencies: CISF, Immigration, Customs, Delhi Police
• Airlines
• Medical Services
• Commercial Outlets
• Vendors (House-keeping, Baggage Handling Services)
• RAXA Security
  
  
  

INTERNAL 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

• NA
  
  
  

Other Dimensions

• NA
  
  
  

Education Qualifications

• Graduate from reputed university preferably MBA
  
  
  

Relevant Experience

• 6 years of work experience at Airport preferably Airport knowledge, rules and regulations on Airport Operations
  
  
  

COMPETENCIES

• 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)