Head - Customer Success

The Customer Service Executive is responsible for assisting passengers at various stages of their airport journey — from check-in to boarding and after arrival. The role focuses on providing excellent customer experience, ensuring passenger satisfaction, and maintaining airline and airport standards.

1. Key Responsibilities:Passenger Assistance:
2. 
   

• Greet passengers courteously and assist them at check-in counters.
• Verify documents such as tickets, ID proofs, and travel permits.
• Issue boarding passes and baggage tags.

1. Information & Communication:
2. 
   

• Provide accurate information regarding flight schedules, delays, gates, and boarding procedures.
• Make announcements when required and assist in crowd management.

1. Special Handling:
2. 
   

• Assist elderly passengers, unaccompanied minors, and differently-abled passengers.
• Coordinate wheelchair assistance and escort services.

1. Customer Support:
2. 
   

• Handle passenger queries, complaints, and requests politely and efficiently.
• Maintain calm during flight delays or disruptions and provide timely updates.

1. Coordination:
2. 
   

• Liaise with other departments such as security, baggage, and ramp for smooth passenger movement.
• Ensure boarding gates close on time and all passengers are accounted for.

1. Grooming & Professionalism:
2. 
   

• Maintain high grooming standards as per airline policy.
• Represent the airline with a positive and professional attitude.
• Skills & Qualifications:Minimum education: 10+2 (Graduate preferred).
• Excellent communication skills in English and local language.
• Pleasant personality and confident attitude.
• Customer-oriented mindset with patience and empathy.
• Ability to work under pressure and in rotational shifts.
• Work Environment:Shift-based work (morning, evening, night).
• Standing for long durations.
• Fast-paced airport environment requiring multitasking.