Customer Service Supervisor (Aviation)

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

RELEVANT EXPERIENCE

PERSONAL CHARACTERISTICS & BEHAVIOURS