Customer Services Officer

Location: Delhi, IN- Company: Delhi Intl Airport Ltd**JOB PURPOSE**:

To supervise and monitor terminal operations activity of DIAL like, allocation of resources and other activities while meeting / achieving established SOPs in specified area and ensuring regulatory compliance at airport terminal in delivering ultimate customer satisfaction.

To supervise and monitor terminal operations activity of DIAL like, allocation of resources and other activities while meeting / achieving established SOPs in specified area and ensuring regulatory compliance at airport terminal in delivering ultimate customer satisfaction.

**ORGANISATION CHART**:
**KEY ACCOUNTABILITIES**:
**Accountabilities**

**Key Performance Indicators**

In-charge, Rover & Supervision of Customer Service Coordinators deployed in a particular area, e.g. Check-in, Security Hold Area (SHA), Arrivals & Reclaim area.
- No. of issues / feedback highlighted
- No. of passenger complaints

To coordinate and provide operational support to Terminal Manager in Check-in, Security Hold Area (SHA), Arrivals & Reclaim area, internal and external stakeholders, government agencies for meeting any contingencies and smooth functioning of IGI airport.
- No. of issues / feedback highlighted
- No. of observations closed

Monitoring the adherence of Service Level Agreements (SLAs) for housekeeping activity, fumigation and other vendors at PTB during shifts in the respected areas.
- No. of non-compliance.
- Timely closure of the same
- No. of penalties imposed
- Deficiency in documentations
- Planned v/s actuals

Conduct regular check on Standard Operating Procedures (SOP’s) for ensuring excellent passenger service in the respected areas.
- No. of issues / feedback
- No disruption in terminal operations.
- No. of issues closed

Preparation of reports based on daily operations, used as statistics for passenger service level improvements.
- Accuracy of reports / MIS / log book
- Timely MIS generation

Ensuring safe and secure environment for passengers by identifying fire, safety hazards, civil, electrical and mechanical work in the allocated area.
- No. of observations found
- No. incidences / accidents reported
- No. of observations closed

Ensuring proactive reflection of Terminal and Airport Emergency Plan (bomb threat and fire evacuation) for passenger safety.
- ASQ scores
- No. of issues resolved with timeframe
- No. of unresolved passenger feedback.

Addressing passenger grievances, incorporating their feedback and suggestions, forwarding them to concerned departments for necessary actions and business continuity within stipulated timeline.
- No. of issues highlighted
- Improvement in facilities for passengers.

**EXTERNAL INTERACTIONS**:

- Government Agencies: CISF, Immigration, Customs, Delhi Police
- Airlines
- Medical Services
- Commercial Outlets
- Vendors (House-keeping, Baggage Handling Services)
- RAXA Security

**INTERNAL INTERACTIONS**:

Airport Operations Control Centre (AOCC)
Airport Rescue and Fire Fighting (ARFF)
Guest Relations, Maintenance Team
Commercial Department
Airside department, Aviation Services
IT department,

**FINANCIAL DIMENSIONS**:

- NA

**OTHER DIMENSIONS**:

- NA

**EDUCATION QUALIFICATIONS**:

- Graduate from reputed university preferably MBA

**RELEVANT EXPERIENCE**:

- 6 years of work experience at Airport preferably Airport knowledge, rules and regulations on Airport Operations

**COMPETENCIES**:

- Communication: Ability to listen, interpret, simplify complex concepts, thoughts & ideas in verbal / non verbal form. | Interview
- Customer Services
- Escalators and Elevators
- Customer Facilities and Logistics
- Air Conditioning
- Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency | Interview
- Personal Effectiveness: Demonstrating responsibility & reliability through actions to manage critical and challenging situations. | Interview
- Problem Solving: Ability to identify solutions exploring different options in gathered information. | Interview
- Managing Performance: Effectively monitors and measures performance. Develops people and drive results. | Interview
- Business Insight: Ability to understand the implications of Business decisions and strive to enhance organizational performance. | Interview
- Team Leadership, Teamwork & Interpersonal Influence: Capability to develop & converge individual potential to execute team objectives. Effectively intermingle and relate with individuals in a positive manner. | Interview
- Decision Making: Ability to systematically think through a problem and its component parts, garner relevant information and not taking things at face value. | Interview
- Stakeholder Focus
- Networking
- Execution & Results
- Teamwork & Interpersonal influence
- Problem Solving & Analytical Thinking
- Planning & Decision Making
- Capability Building
- Strategic Orientation
- Personal Effectiveness
- Entrepreneurship
- Social Awareness
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