Air India SATS Airport Services Private Limited (AISATS) Hiring Customer Service Supervisor (Aviation) in Trivandrum, Kerala, India

CUSTOMER SERVICE SUPERVISOR

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.
  • 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 functions as required by the –PAX
  • 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

  • Bachelors/Master’s Degree or, Equivalent.

RELEVANT EXPERIENCE

  • Minimum 36 Months of experience in Aviation industry out of which at least 1 year should be at CSSA level.
  • Extensive hands-on experience and training in Flight and Ground Operations
  • Passenger Services Airline Administration Dealing with Airports and other authorities.
  • Knowledge of Airport Safety & Security Regulations especially Terminal operations including DGR, IATA, ICAO BCAS requirements.
  • Thorough knowledge of GHA, IATA Regulations, Airport Handling Standards.
  • Willingness to work in night shifts and extended hours.
  • Excellent command over spoken and written English.
  • Adequate knowledge of computers.
  • Sense of responsibility towards customer needs and expectations.
  • Motivational and leadership qualities.

PERSONAL CHARACTERISTICS & BEHAVIOURS

  • Demonstrate excellent supervisory and leadership skills
  • Good communicator and able to relate to all levels of staff with excellent interpersonal skills
  • Fluency in written and spoken English.
  • Individual with high energy levels. Ability to lead a diverse team and display leadership skills
  1. While handling cross-sectional team.
  • Ability to think logically, in addition to managing operational pressure
  • A problem solver, with the ability to make quick decisions based on available facts.
  • Proven ability to lead, mentor and a young and dynamic group of talent.
  • Ability to understand and interpret customer airlines operational manuals
  • Ability to work in teams, whilst displaying a high degree of motivation, enthusiasm and commitment

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