Customer Care Executive

As an Airport Customer Care / Concierge Desk / Info Desk Executive / VIP Services Executive at Noida International Airport, you will be leading agents who are the first point of contact for travellers, providing exceptional customer service and ensuring a smooth and enjoyable travel experience. Your role will involve in driving the team and personally assisting passengers with check-in, inquiries, and any issues they may encounter during their journey and

Responsibilities: -

Team Presence: Ensure the sub-ordinates and self are present in allocated places to greet & assist passengers during the check-in process, boarding, and baggage handling. Provide accurate information regarding flight schedules, airport services, and amenities.

Guidance & Support: Conduct team briefings and prepare them for the day s movement. Guide the team to help address passenger inquiries, complaints, and requests efficiently, ensuring prompt resolution to enhance customer satisfaction.

Collect Flight Information: Keep track of real-time flight information and communicate updates to passengers regarding gate changes. The team should also be aware on real time basis for all flight movements.

Safety and Compliance: Adhere to airport security protocols and regulations. Ensure compliance with health and safety standards to maintain a secure environment. The sub-ordinates should also be monitored to ensure they too follow the protocols and help sustain the safety & compliance efforts.

Maintain Documentation: Maintain accurate records of customer interactions, transactions, and any incidents, following airport guidelines. Only post pre-approval of creating reports, the task should be delegated further to sub-ordinates, else it would remain as a primary responsibility of the executive.

Lead Collaborations: Develop a culture with the team to work closely with airline staff, security personnel, and other airport departments to facilitate seamless operations and enhance the passenger experience.

Check & Correct Grooming: Maintain and upkeep high personal hygiene & grooming standards whilst at workplace. It should also be noted, the grooming of sub-ordinates is to be checked and corrected regularly as a key responsibility to this role.

Exemplary Workplace Upkeep: Ensure work areas are being maintained well and any deviations are reported promptly to housekeeping & maintenance teams deputed at the airport. The team below should also be guided upon monitoring their domains and ensure they do not miss reporting any deviations.

Digi Yatra: Train the team and display understanding of Digi Yatra services at the airport whilst passengers are at the airport. Assist passengers by self or the team, to help enrol and use this facility seamlessly, to ease their travel experience.

Lead Info Desk Operations: Provide requisite information and aid to passengers by promptly making eye contact and walking to them, who seem to need assistance. Ensure information related to passenger journey like flights, gates, amenities, etc are well known. Further, be equipped with know-how of booking passenger flights & ground transportation to their next destination.

Monitor Self-Baggage Drop: Ensure the team has complete awareness to the process of self-baggage dropping facility at the airport. Assist self or through the team, passengers to help print their baggage tags and then further guide them towards automated baggage drop counters.

Attend & lead training initiatives: The executives are required to participate in all trainings which are assigned to them. They are also required to be able to train the team members / sub-ordinates on the trainings required for their functionality.

Reporting & Seeking Information: It is a requirement that the executives report all necessary and pre-defined information to Reporting Manager, which should aid in ensuring the department is able to operate without any deviations.

Attendance & Punctuality: Monitor and ensure self as well as sub-ordinates are reporting on time for the assigned duties. Any deviations like leaves, late reporting, early relieving, etc. are to be informed and approval to be taken well in advance.

Drive Audits / ASQ / Customer Satisfaction: The executive should participate and demonstrate understanding of the necessary airport protocols / standards to help drive high scores in audits like ASQ, ISO, etc. They are also to deliver highest level of services to help achieve maximum customer satisfaction for passengers who are visiting the airport.

Facilitate VIP / CIP Experiences: Steer VIP / CIP passenger experiences whilst their visit at the airport as per operating procedures.

Qualifications: -

Bachelors in Hotel Management / Cabin Crew Experience or Training / Graduation / Post Graduation degree from a recognized university.

Minimum 2 years of experience in a reputed Airline, Hotel or Airport organisation.

Confident for customer interactions in person

Physically able to sustain long standing hours

Good communication skills

Basic computer knowledge

Excellent interpersonal skills for reporting issues

Team leader

Situation Handling

Training