Customer Service Executive

**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. 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/ 0007/ 00 JOB DESCRIPTION FORM** **DATE CREATED: 01 APRIL 2015 **Page 1 of **3** **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: Cochin ** Age Limit: Not more than 35 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/ 0007/ 00 JOB DESCRIPTION FORM** **DATE CREATED: 01 APRIL 2015 **Page 2 of **3** Note to all Applicants Passport issued on or after 2018 and latest Police Clearance Certificate from Superintendent of police (Rural)/ Police Commissioner (City) For any further assistance please contact**: +91 9137671350 REFERENCE**:2015/ F/ CHQ/ HRD/ 0007/ 00 JOB DESCRIPTION FORM** **DATE CREATED: 01 APRIL 2015 **Page 3 of **3