Customer Service Supervisor

1 week ago

Kochi, India TATA SIA Airlines Limited Full time

**Job Overview**:
To assist in supervising and managing all aspects of Vistara operations and customer services at the airport including check-in, boarding, ramp handling, arrival and baggage services. Supervisory role also requires understanding of internal/ external stakeholder management with thorough knowledge of Emergency Response Planning.

**Key Responsibilities**:

- Proactively supervise the activities of the Customer Services team to achieve smooth daily operations at airport
- Drive ground service performance to deliver service excellence consistently across the domestic network
- Ensure compliance of all regulatory, safety and security requirements, as required by the Authorities and/or company policies
- Ensure safe work practices to minimize risk of injury to personnel or damage to aircraft
- Plan for and ensure preparedness to deal with irregular operations and crisis situations
- Represent Vistara’s interest in the airport community (e.g. AOC, SITA CUTE, etc)
- Responsible for ensuring and delivering consistent and exemplary service delivery at every customer touch point
- Monitoring OTP and take corrective measures
- Ancillary revenue targets to be achieved
- Ensure all compliances are met as per company and regulatory requirement (DGCA/IOSA, Labour Laws)
- Preventive measures to ensure there is no revenue leakage/theft or pilferage occurs at Airport level
- Contingency Handling Preparedness

**Skills & Attributes**:

- Ability to train, motivate and guide a team
- Strong supervisory skills with leadership acumen is required
- Excellent written and oral communication skills are must
- Basic Knowledge of MS (Word, Excel)

**Work Experience**:

- Preferably 3-5 years of Aviation/ Hospitality Industry experience

**Qualification**:

- Graduate from a recognized university

**Eligibility**:

- Must be at a level of Sr. Executive (1B) or 1 level lower than the position
- Minimum tenure in the current role and level - 18 Months as of date of release of IJP and must have attained minimum performance rating of GP3 in the last appraisal
- Must be “confirmed’’ in service

**Location**:
Kochi

**Note**:
All Vistara employees are required to be fully vaccinated against COVID-19

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