Executive - Airport Service Quality

Responsibilities

Assist with Customer Service Delivery:

Provide hands-on support at customer service points, including information desks and passenger assistance areas, to ensure passengers have a smooth and positive experience throughout their journey.

Address passenger complaints or concerns promptly, ensuring a satisfactory resolution and escalating complex issues to the Lead or Head of Customer Experience & Quality when necessary.

Contribute to Customer Experience Enhancement:

Engage in implementing customer service initiatives, aligning with OMDA objectives to boost passenger satisfaction.

Gather and analyze customer feedback, assisting in identifying key areas for service enhancement.

Collect and Record Customer Feedback:

Interact with passengers to gather feedback on their experience, using surveys, suggestion boxes, or direct interviews.

Document feedback accurately and escalate recurring issues to the Lead for further analysis.

Support in KPI Tracking & Performance Monitoring:

Assist in monitoring and tracking key performance indicators (KPIs) related to customer satisfaction, response times, and service quality.

Contribute to the preparation of reports on performance metrics and track progress towards achieving service goals, sharing insights with senior management.

Facilitate Continuous Improvement Activities:

Collaborate with cross-functional teams to identify opportunities for enhancing service quality in terminal operations.

Conduct feedback sessions and surveys to gather insights and recommend process improvements for customer experience.

Quality and Compliance Support:

Assist in conducting regular internal quality audits to measure adherence to established service standards and regulatory mandates

Help the team execute routine compliance checks to ensure operations align with regulatory authorities.

Training & Development Support:

Participate in training sessions to stay updated on service standards and customer experience best practices.

Help onboard new team members, providing them with guidance on customer interaction standards and operational procedures.

Assist During High Traffic or Crisis Situations:

Provide additional support during peak times, delays, or disruptions by assisting with passenger flow and offering guidance, contributing to a calm and organized environment.

Key Stakeholders - Internal:

Lead - Customer Experience & Quality

Terminal Operations Team

Marketing & Communications

IT & Digital Transformation

Non Aero Team

Safety & Security Teams

Facilities Team

Compliance & Regulatory Affairs

Engineering and Maintenance

Legal and Risk Management Teams

IT Team

Key Stakeholders - External:

Regulatory Authorities (DGCA, AAI MOCA)

Airlines and Airport Partners

External Quality Agencies

Ground Handling Services

Security Agencies

Customer Feedback Platforms and Survey Agencies

Agencies and Vendors

Qualifications

Educational Qualifications:

Bachelor’s degree in Hospitality, Business, Customer Service, or a related field.

Work Experience:

3-5 years of experience in customer service, hospitality, quality management, or a related field, preferably within the aviation or hospitality industry.