Customer Service Executive

3 weeks ago

Thiruvananthapuram, India AISATS Full time

**CUSTOMER SERVICE EXECUTIVE (S4) 2016/F/CHQ/HRD/0004/CS
**JOB PURPOSE & SPECIFIC RESPONSIBILITIES: **

CSE - PAX shall be responsible for the successful management of shift in absence

of Duty Officer.

Desires to implement innovative procedures to support immediate business needs,

train and shadow new employees (CSEs).

Implement and maintain the processes needed for meeting airline specific SLAs &
SOPs.

and format data, information and statistics as well as generate standard reports as

required

Perform any other functions as required by the HOD -PAX.

Ensure that frequent flyer programs of the airlines are professionally handled.

Handle denied boarding process and compensation.

Arrange for the hotel and conveyance in case of DB"s and VDB"s as per the

carriers guidelines and SLA.

Make boarding announcements and manage the boarding process, manage

upgrades and downgrades, handling stand by list, reconciliation of passenger

numbers with aircraft documents prior to departure.

Directs passengers from aircraft through controls.

Arrange for transfer desk/connection services and baggage recheck.

Initiate pre-flight/post-flight work.

Meet Arrival flight and prepare & handle MHB reports/cases professionally.

Ensure proper and correct information/guidance to passengers.

Consult Supervisor in case of difficult situations.

Handling delayed and cancelled operations.

Awareness/implementation of policies and procedures of the airlines.

Maintain proper communication with the supervisor. Develop teamwork to have

smooth handling.

Coordination with colleagues in various areas for on time departure.

Responsible and accountable for overall quality, safety and security of operations in

the assigned area of work.

Responsible for reporting to his supervisors’ occurrences, events, violations and acts

that may affect safety, security and company reputation.

**EDUCATIONAL QUALIFICATIONS **

REFERENCE**:2015/ F/ CHQ/ HRD/ JOB DESCRIPTION FORM**
**0007/ 00 **Page 1 of **3**
**DATE CREATED: 01 APRIL 2015**

**RELEVANT EXPERIENCE **

12 - 36 months of experience in the relevant field

Should be able to handle a mass manpower.

18Months of experience as CSE in a Passenger Services (operations) environment.

Have demonstrated ability in airlines systems and processes.

Have the appropriate skill set to set and manage priorities

Exceptional command over MS Office would be advantages.

Excellent command over written and spoken English and Hindi.

**PERSONAL CHARACTERISTICS & BEHAVIOURS **

Possesses openness to new challenges

Willingness to go beyond the challenges and meet the deadlines.

Should have the ability to solve problems

Should be service oriented

Good communicator and able to relate to all levels of staff

A team player at handling cross-sectional team

Excellent customer service and interpersonal skills.

Positive attitude with the natural ability to provide excellent service in a team

environment, dealing with people from many cultures.

Ability to work in a fast passed, constantly changing environment

Excellent personal presentation

Ability to adopt to various computerized systems

A team player with the ability to lead and manage cross-sectional team

Ability to adopt to various computerized systems

Ability to understand and interpret customer airlines operational manuals

**Location: Trivandrum **

Age Limit: Not more than 40 years.

Fresher’s can apply.

Staff who are currently working at the Airport / staff having experience in

Aviation Industry would be an added advantage.

REFERENCE**:2015/ F/ CHQ/ HRD/ JOB DESCRIPTION FORM**
**0007/ 00 **Page 2 of **3**
**DATE CREATED: 01 APRIL 2015**

Note to all Applicants

Passport issued on or after 2018 would be an advantage.

Office Address:

Air India SATS Airport Services Private

Limited, Correspondence Address:
1st Floor, Panachmootil Square, Vallakadavu P.O, Eanchakkal, Trivandrum

695 008 For any further assistance please contact:
+91-XXXXXXXXXX

Please click here to see the detailed Job Description.

REFERENCE**:2015/ F/ CHQ/ HRD/ JOB DESCRIPTION FORM**
**0007/ 00 **Page 3 of **3**
**DATE CREATED: 01 APRIL 2015

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