Sr. Customer Service Executive

Operate Helpdesk and monitor the facilities / allocation of resources and other activities in the Passenger Terminal building (PTB) while meeting / achieving established SOPs of a designated area and ensuring regulatory compliance at airport terminal in delivering ultimate customer satisfaction.

ORGANISATION CHART

Accountabilities Key Performance Indicators Coordinate all defects reported with ref to passenger facilities, airport ambience upkeep. and coordinated and accounted for No. of observations /follow up /closure Ensure & coordinate Information and Transfer desk manning by service providers As per agreed SLA Co-ordinate with internal and external agencies involved during any VIP movements Zero complaints Facilitate Passengers and collect feedback on their experience about the airport. No of feedbacks collected through tabs. . Resource management allocation Daily Co-ordinate for smooth flow of passengers at the congestions points. Collect data for the management as in when asked to improve/enhance the processes. Annual % of 5 touches points. Co-ordinate with CISF, Customs, Immigration and APHO at Arrivals & Departures for hassle free operations on day to day basis and during any emergencies & exigencies Zero Delay and AEP Co-ordinate with the Airlines/GH, Customs and Airside operations to meet Baggage delivery as per Airport service standards. First Bag/ Last Bag Participate and co-ordinate activities for passenger engagement, terminal management during ASQ surveys through the action plans of FGD Monthly/ Annual target

KEY ACCOUNTABILITIES

Assist the Executive / Manager on shift at the Haj terminal during operations ensuring Hajjis are facilitated. Hassle free Haj Operations Handling Public announcement system during the shift and adhere to the guidelines of emergency ,evacuation announcements. SOP as per the announcement policy Execute the daily inspection of the housekeeping /pest control management ,verification on contractor manning level ,machineries ,chemical & tools. Implement QMS of facility management through ops pre procedures ,collect & analyze data to monitor the performance of the contractor As per agreed SLA Maintain the cleanliness as per the required standards of PTB, VVIP, VIP lounge and its pathway. No of deviation by issuing site memos/site instructions Maintain evidences of demerits issued to the contractor, maintain log books for complaints ,incidents ,irregularities and any related activities . Analyze data for improvement. To ensure that the appointed Service Provider fulfill s the operational requirement as per SLA and the contract. Utilities and passenger Facilities hygiene are maintained. SLA adherence % Adherence to operational, emergency procedures and policy decisions as per the standard operating procedures Departmental manuals, SOPS ,IATA guidelines Ensure the service standards as per ASQ parameter and come up ideas to enhance the services. ASQ Score Coordinate with internal & external stakeholder for ensuring upkeep of facilities for the allotted areas. Upkeep of facilities To ensure that the cleanliness is maintained at required standard for the area used for any event organized by RGIA or any VVIP movement. No of complaints received/addressed /as per escalation matrix.

KEY ACCOUNTABILITIES - Additional Details

EXTERNAL INTERACTIONS

• Airlines
• Ground Handlers
• CISF/ Customs/Immigration/APHO
• Service Providers appointed under department scope
• Apollo Medical Centre
• Animal and Plant Quarantine
  

INTERNAL INTERACTIONS

• AOCC
• ASO/ Airside/CFL
• Business Development -Non Aero
• Security and Control
• Technical Service and CFL
• Protocol
• Apollo Medical Centre
  

FINANCIAL DIMENSIONS

• Adhere to the actions, processes suggested to reduce costs; SLA Violations to be escalated to the immediate reporting manager.

OTHER DIMENSIONS

EDUCATION QUALIFICATIONS

RELEVANT EXPERIENCE

• 3 to 6 years relevant experience in Aviation/Hotel/Hospitality
• Appropriate knowledge & experience in Lost & Property handling

COMPETENCIES