Sr. Customer Services Executive

GMR Group; New Delhi; On-site; INR 3,00,000 - 7,00,000; Full time

Job summary

An established industry player is seeking a dedicated professional to oversee operations at a bustling airport terminal. This role is pivotal in ensuring passenger satisfaction and operational excellence. You will be responsible for monitoring facilities, managing resources, and coordinating with various stakeholders to create a seamless experience for travelers. Your ability to communicate effectively and resolve issues promptly will be crucial in maintaining high service standards. Join a dynamic team focused on delivering exceptional customer service in a fast-paced environment, where your contributions will directly impact the travel experience of countless passengers.

Qualifications

• 3-6 years of relevant experience in Aviation or Hospitality.
• Knowledge of Lost & Property handling is essential.

Responsibilities

• Monitor facilities and resources in the Passenger Terminal building.
• Ensure passenger convenience and compliance with operational standards.
• Coordinate with stakeholders for smooth operations.

Skills

Oral Communication

Customer Services

Time Management

Problem Solving

Compliance

Education

Any Graduate discipline (Hotel Management preferred)

Job description

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.

The role will be the face of the organization and needs to ensure that there are no inconveniences to passengers by facilitating them by means of assisting the passenger, addressing their queries and ensuring all resources are functional. For achieving this objective the role requires to coordinate with Internal Stakeholders for the upkeep of facilities for ensuring passenger convenience.

Responsibilities:

1. Execute the Routine Operational requirement as follows:
   
   1. Daily Inspection
   2. Periodical Inspection
   3. Monitoring the Lost & Found section with clear guidelines for safe custody of any articles by ensuring the procedures are followed in every shift, with proper checks via a checklist.
   4. Verification on contractor Manning level, Machinery, Chemical and tools
   5. Managing and monitoring common operations activities, maintain regulatory compliance across Terminal by coordinating with respective stakeholders
   6. Implement QMS: Operation Procedure, collection and analyze data
2. In the absence of the shift in charge, step in and take over the charges of handling shifts.
3. Coordinate all defects reported with respect to passenger facilities, airport ambience upkeep, and account for the number of observations/follow up/closure.
4. Ensure & coordinate Information and Transfer desk manning by service providers as per agreed SLA.
5. Conduct regular checks on Standard Operating Procedures (SOP’s) on Lost Property (LP), ensuring that the procedure is followed in every shift, and maintain records of cash takers and handovers in shift (TM/ CSO).
6. Regular monitoring of manuals.
7. Coordinate with internal and external agencies involved during any VIP movements to ensure zero complaints.
8. Facilitate passengers and collect feedback on their experience about the airport.
9. Proper handover of LP articles to claimants according to SOP and maintaining the records.
10. Daily Coordinate for smooth flow of passengers at the congested points and collect data for management as required to improve/enhance the processes.
11. Coordinate with CISF, Customs, Immigration, and APHO at Arrivals & Departures for hassle-free operations on a day-to-day basis and during any emergencies.
12. Coordinate with the Airlines/GH, Customs, and Airside operations to meet baggage delivery as per Airport service standards.
13. Participate and coordinate activities for passenger engagement, terminal management during ASQ surveys through the action plans of FGD.

Key Accountabilities

1. Assist the Executive/Manager on shift at the Haj terminal during operations ensuring Hajjis are facilitated.
2. Handle Public announcement system during the shift and adhere to the guidelines of emergency and evacuation announcements.
3. Execute the daily inspection of housekeeping/pest control management, verification on contractor manning level, machineries, chemical & tools.
4. Implement QMS of facility management through ops procedures, collect & analyze data to monitor the performance of the contractor.
5. Maintain cleanliness as per the required standards of PTB, VVIP, VIP lounge, and its pathway.
6. Maintain evidences of demerits issued to the contractor, maintain log books for complaints, incidents, irregularities and any related activities.
7. Ensure that the appointed Service Provider fulfills the operational requirement as per SLA and the contract.
8. Adhere to operational, emergency procedures and policy decisions as per the standard operating procedures, departmental manuals, SOPs, and IATA guidelines.
9. Ensure the service standards as per ASQ parameter and come up with ideas to enhance the services.
10. Coordinate with internal & external stakeholders for ensuring upkeep of facilities for the allotted areas.
11. Ensure cleanliness is maintained at required standard for the area used for any event organized by RGIA or any VVIP movement.

External Interactions

• Airlines
• CISF/ Customs/Immigration/APHO
• Animal and Plant Quarantine

Internal Interactions

• AOCC
• ASO/ Airside/CFL
• Business Development – Non Aero
• Security and Control
• Technical Service and CFL
• Protocol

Financial Dimensions

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

Other Dimensions

Customer Management, Team Handling & Problem resolving

Education Qualifications

Any Graduate discipline (Hotel Management background preferred), reputed institute of Aviation or Hospitality management

Relevant Experience

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

Competencies

• Oral Communication: Ability to express thoughts effectively and convincingly.
• Terminal Operations
• Customer Services
• Customer Facilities and Logistics
• Following Through: Ability to establish procedures and monitor the progress and results of plans and activities to ensure goal achievements.
• Listening: Ability to draw out opinions and information from relevant others in face-to-face interaction.
• Compliance: Adheres to policies and/or procedures, or seeks approval from concerned authorities before making changes.
• Time Management: Ability to plan and organize own use of time, meets deadlines and avoids last minute rush.
• Learning Abilities: Ability to assimilate and apply new, job-related information in a timely manner.
• Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency.
• Strategic Orientation
• Capability Building
• Planning & Decision Making
• Problem Solving & Analytical Thinking
• Teamwork & Interpersonal influence
• Execution & Results
• Networking
• Stakeholder Focus
• Personal Effectiveness
• Managing Change and ambiguity by creating Win-Win
• Determination (Contextual and Flexible)
• Learning Ability
• Making & Navigating proposals
• Scanning, Networking & External orientation

About the company

GMR Group is an Indian conglomerate headquartered in New Delhi.