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107 Indira Gandhi International Airport Jobs
Customer Services Officer
6-11 years
New Delhi
1 vacancy
Customer Services Officer
Indira Gandhi International Airport
posted 12d ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
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.
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
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,
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
Employment Type: Full Time, Permanent
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What people at Indira Gandhi International Airport are saying
Customer Service Officer salary at Indira Gandhi International Airport
reported by
1
employee
₹0.2
L/yr - ₹0.2
L/yr
94%
less
than the average Customer Service Officer Salary in India
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What Indira Gandhi International Airport employees are saying about work life
based on 228 employees
Strict timing
Monday to Saturday
No travel
Day Shift
Indira Gandhi International Airport Benefits
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