Customer Service Supervisor

**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