Customer Service Officer - Terminal Operations

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

KEY ACCOUNTABILITIES

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.

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