GMR Group Looking for Customer Service Officer – at Delhi, India Full Time

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 s based on daily operations, used as statistics for passenger service level improvements.

• Accuracy of s / 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 ed
• 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.

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