CBTU- Centralized Baggage Tracing Unit

4 days ago

Delhi, Delhi, India IndiGo (InterGlobe Aviation Ltd) Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Role:
 Officer(T)/ Executive- AO&CS 
in
 the role of 
CBTU
 (Centralized baggage Tracing Unit)

Work location:
 Gurgaon- Corporate Head Office

Role Overview:

  • Tracing and recovering delayed or lost baggage.
  • Communicating with passengers and airport teams on calls.
  • Using systems like WorldTracer for baggage tracking.
  • Managing compensation and service recovery processes

Shift:
 Rotational Shift- 5 days working (Any 2 days off 
in
 a week)

Fitment Criteria:

Graduates with Excellent Communication Skills, Good understanding of Customer Services 
in
 Aviation.

Note: Only graduation completed candidates are eligible for this role.

Roles & Responsibilities

· Call the customers & keep them updated on the progress of their baggage tracing till the bag is recovered.

· Shall run World Tracer Reports every hour and maintain and update Master Excel

· Shall perform matches with OHD (On Hand Bags)

· On positive confirmation, coordinate with airports to ensure baggage is delivered to customer on priority.

· In case of no positive match found, coordinate with destination airport (where missing/damage file was created) to get real time status of the bag or claims.

· Once the bag is out for delivery ensure airport creates Baggage Delivery Order

· Update World Tracer files on real time basis from creation till closure.

· Initiate compensation process on MHB portal once the baggage is declared lost.

· Once the compensation amount is approved on MHB portal, coordinate with finance and customer to ensure compensation is paid out swiftly.

· Follow up with AOCS ISC/Finance till the compensation is approved.

· Maintain MIS on performance (KPIs)

· Shall outreach the customer every 8 hours and keep him/her updated, basis the status and comments in AHL/DPR file.

· Shall update the World Tracer - AHL/DPR /Stock ledger and baggage proration files on real time basis

· Keep the customer updated on the progress of the case till the time compensation is received.

· Ensure calling is done to each and every customer daily and work on high ageing cases

· Prime responsibilities is to minimize customer complaints on different channels and reduce overall ageing of Mishandled, damaged settlement cases.

Core Skills Required:

· Excellent Communication Skills (verbal and written)

· Active Listening and comprehension

· Customer Service Orientation

· Problem-Solving Abilities

· Multitasking and Time Management

· Prior experience in a BPO or customer support role (Optional)

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