Job Opportunity: Customer Service Officer – Terminal Operations at Delhi International Airport Ltd

by
  • Date of Posting: 9th January 2025
  • Location: Delhi, India
  • Company: Delhi International Airport Ltd (DIAL)

Job Purpose:

Delhi International Airport Ltd is seeking a Customer Service Officer – Terminal Operations to supervise and monitor various terminal operations at Indira Gandhi International Airport (IGI). The role is responsible for overseeing areas such as check-in counters, the Security Hold Area (SHA), arrivals, and baggage reclaim zones. The officer will ensure that resources are allocated efficiently, Standard Operating Procedures (SOPs) are adhered to, and customer satisfaction is delivered in line with regulatory compliance.

Eligibility & Qualifications:

Educational Qualifications:

  • Graduate from a reputed university.
  • MBA is preferred for candidates aspiring for leadership roles within the airport operations sector.

Relevant Experience:

  • A minimum of 6 years of experience in airport operations or customer service management, preferably with knowledge of airport rules and regulations.
  • Previous experience working within airport operations is highly desirable to familiarize oneself with the dynamic and fast-paced environment of terminal management.

Skills & Competencies:

  1. Personal Effectiveness – Ability to manage tasks independently and efficiently, with a focus on quality.
  2. Problem Solving & Analytical Thinking – Strong critical thinking abilities to address operational challenges quickly and effectively.
  3. Planning & Decision Making – Capability to plan operations, manage resources, and make informed decisions in high-pressure situations.
  4. Strategic Orientation – Understanding of long-term goals and ability to align daily operations with organizational strategies.
  5. Stakeholder Focus – Building relationships with internal teams, government agencies, airlines, vendors, and passengers.
  6. Execution & Results – Focused on achieving operational goals, ensuring timely completion of tasks, and improving service levels.
  7. Teamwork & Interpersonal Influence – Strong leadership and interpersonal skills to supervise teams and interact with diverse stakeholders.

Key Responsibilities:

  1. Supervision of Operations:
    • In charge of various operational areas, including check-in, SHA, arrivals, and baggage reclaim zones.
    • Monitor and supervise Customer Service Coordinators deployed in these areas to ensure efficient operations.
    • Ensure compliance with operational guidelines, resolve complaints, and oversee smooth day-to-day functioning of the airport terminal.
  2. Coordination with Internal and External Stakeholders:
    • Collaborate with internal departments, including Airport Operations Control Centre (AOCC), ARFF, and IT, as well as external agencies like CISF, Immigration, Customs, and airlines.
    • Work together with vendors to ensure the proper functioning of services, such as housekeeping and baggage handling.
  3. Ensuring Service Quality and Regulatory Compliance:
    • Ensure adherence to Service Level Agreements (SLAs) for housekeeping, fumigation, and other vendor activities.
    • Conduct regular checks on SOPs and operational standards to maintain the quality of passenger services.
    • Ensure compliance with regulatory requirements and safety standards, reporting and addressing any deviations immediately.
  4. Safety & Security Management:
    • Identify and address any potential safety hazards in assigned areas, including fire, civil, and mechanical risks.
    • Ensure compliance with safety protocols and take action to prevent any incidents or accidents.
  5. Passenger Grievance Management:
    • Address passenger grievances promptly and forward them to the concerned departments for resolution.
    • Use passenger feedback to continuously improve services and enhance the overall passenger experience.
  6. Reporting & Data Management:
    • Prepare daily operational reports, analyze performance metrics, and generate accurate MIS (Management Information Systems) reports.
    • Track passenger complaints, operational issues, and compliance to ensure effective corrective actions are taken.

External Interactions:

  • Government Agencies: CISF, Immigration, Customs, Delhi Police.
  • Airlines: Coordination for check-in and operational matters.
  • Medical Services and Commercial Outlets: Ensure passenger needs are met across various touchpoints.
  • Vendors: Housekeeping, baggage handling services, and security vendors.

Internal Interactions:

  • Airport Operations Control Centre (AOCC)
  • Airport Rescue and Fire Fighting (ARFF)
  • Guest Relations & Maintenance Teams
  • Commercial & Airside Departments
  • IT Department

Financial Dimensions:

  • Not Applicable for this role.

Leave a Comment