Customer Service Supervisor

January 23, 2023

Job Description

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 the staff periodically for delays and before scheduled operations etc.
 Ensure safe and secure operations and flight departure on or before the scheduled time in
coordination with the respective flight supervisors.
 Establish counter management, queue management, and proper boarding guidelines.
 Coordinate crew movement as per airline specifications.
 Ensure FHR is properly filled and timely signed by the 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 the staff periodically.
 Monitor the flight operations including pre-flight, arrivals, and departure and post-flight
activities. Conduct briefings 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.

Air India SATS Careers
Air India SATS Careers

EDUCATIONAL QUALIFICATIONS

Bachelors/Master’s Degree or, Equivalent.

RELEVANT EXPERIENCE


Minimum 36 Months of experience in the 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, and Airport Handling Standards.
 Willingness to work night shifts and extended hours.
 Excellent command of 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.
 Individuals with high energy levels. Ability to lead a diverse team and display leadership skills
While handling a 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

Work Experience

4 to 8 years

Exposure to customer handling in Airport services

Disclaimer

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