Customer Service Supervisor
2 months ago
**CUSTOMER SERVICE SUPERVISOR (S6)**
**JOB PURPOSE & SPECIFIC RESPONSIBILITIES: **
Coordinate and interact with various government agencies (ATC, AAI, DGCA, BCAS etc.) in order to
ensure smooth flight operations (Pre/Post flight).
Extend proper communication to staff periodically for delay and before schedule operations etc.
Ensure safe and secure operations and flight departure on or before schedule time in
coordination with the respective flight supervisors.
Establish counter management, queue management and proper boarding guidelines.
Coordinate crew movement as per the airline specifications.
Ensure FHR is properly filled and timely signed by respective airline representative.
With proper roistering ensure availability of adequate trained manpower at respective
locations within the passenger terminal and coordinate with duty officers of other departments for
the same.
Provide staff information to the Duty Manager for their evaluation.
Handle staff grievances and complaints and other administrative issues which need not be escalated.
Ensure adequate availability of staff in each functional area.
Ensure availability of required handling equipment.
Ensure staff follows procedures as per training rendered
Ensure terminal discipline at all times.
Monitor roistering of staff for effective cross utilization.
Arrange and ensure transportation of crew and staff, where applicable.
Liaison with carriers, Authorities at the airport, OAL and handling agencies.
Ensure that the performance standards set forth in the carrier's handling agreement are met in all
respects.
Contact customer airlines for their feedback.
Coordinate the activities of the airport operations as far as flight handling is concerned and extend
proper communication to staff periodically.
Monitor the flight operations including pre-flight, arrivals, and departure and post flight
activities. Conduct briefing in advance of the day's operations and solutions to the problems faced by
the staff periodically.
Assist the Duty Manager in staff appraisal reports as per company rules.
Coordinate and interact with various government agencies and maintain rapport in order to ensure
smooth flight operations.
Encourage staff involvement for constant operations improvement.
Handle staff grievances and complaints within a reasonable time span and escalate to Duty Manager
wherever required. Handle multiple tasks to maintain optimum work output.
Update staff about changes and advise them about their progress periodically verbally and in
writing.
Ensure proper implementation of company policies and procedures.
REFERENCE**:2015/ F/ CHQ/ HRD/ 0007/ 00 JOB DESCRIPTION FORM**
**DATE CREATED: 01 APRIL 2015 **Page 1 of **4**
Sanction/monitor leave records of staff and check sufficient staff is available for flight
requirement.
Allocate staff as per airline requirement
Brief the team on special instructions and distribute the duties
Ensure necessary stationery and documents for flight handling
Ensure flight number, destination and time are displayed correctly
Ensure filing of flight documents Ensure Special Handling
Ensure Check in Counter
Conduct pre-flight and post flight briefing
Assist and guide team/staff when facing difficulty in handling passengers
Process standby passengers, interline passengers, upgrading and passengers require special handling
Coordinate between boarding, counters, arrivals, MHB staff
Ensure boarding and gate function
Sort out discrepancies like duplicate check-in, immigration cases, missing passengers, seat
duplicating etc.
Meet the Airline representative and take briefing.
Take charge of flights assigned in Passenger Service Operations.
Allocate the staff as per Airline requirement.
Conduct pre-flight briefing and ensure that his subordinates are conversant with the standing
regulations and procedures.
Ensure that each passenger is handled according to precision timing and procedures as per airlines
standards. Assist and guide Customer service agent I and agent II facing difficulty in handling
passengers.
Process standby passengers, interline passengers, upgrading and other passengers that require
special handling.
Ensure staff verify validity of flight coupons and reconcile tickets with the passenger load.
Coordinate between boarding control, Counters, Arrivals, MHB staff, boarding gate staff.
Sort out discrepancies and last minute requests at the counter and gate (e.g. duplicate check in,
immigration cases, seat duplication, missing passengers, upgrading and seat change etc.,)
Ensure complete the Check - In Control Form or Gate Report, recording in detail any incident and
action taken.
Responsible for housekeeping and cleanliness of the work area.
Perform any other duties as assigned by his superiors.
Update self with the changes / update - Airline wise.
Recording incidents and action taken
Responsible for housekeeping and cleanliness of work area
Perform any other fun
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