PR/109551 | Customer Service Executive

Overview

We are seeking dedicated and service-oriented Customer Service Agents who can deliver exceptional hospitality reflecting both Japanese and Indian standards. This entry-level executive role at IGI Delhi Airport involves direct passenger interaction during check-in, boarding, arrival, and post-arrival procedures. The role also includes administrative responsibilities, planning tasks, and continuous service improvement initiatives.

Key Responsibilities

1. Check-in Duties

• Conduct passenger check-in procedures
• Manage baggage allowances and seat arrangements

2. Boarding Gate Duties

• Make boarding announcements and manage boarding flow
• Handle irregularities such as delays or changes
• Assist passengers requiring special support

3. Arrival Duties

• Guide passengers through arrival procedures and baggage claim
• Provide support for connecting flights

4. Customer Service

• Respond to passenger inquiries and complaints
• Offer solutions to ensure a positive travel experience

5. Training & Feedback

• Provide instruction and feedback to Ground Handling Agents (GHA)
• Monitor and improve service quality

6. Planning & Projects

• Plan and execute service enhancement initiatives
• Collaborate with vendors and internal teams

7. Administrative Tasks

• Maintain records, reports, and documentation

8. Continuous Improvement

• Identify and implement process improvements

Required Skills & Experience

• Minimum 3 years of experience in airport customer service (preferred)
• Fluent in English and Hindi
• Ability to interact professionally with government agencies (Customs, Immigration, CISF)

Competencies

• Willingness to work in any shift or location assigned
• Interest in expanding into administrative and planning roles
• Strong teamwork, communication, and time management skills
• Medically fit and compliant with operational standards
• High awareness of compliance and corporate culture
• Ability to follow instructions sincerely and professionally

Required Documentation

• Valid passport issued within the last 2 years
• Or willingness to submit Police Verification Certificate (PVC) within the specified timeline

Preferred Qualifications

• Basic Japanese language skills or willingness to learn
• Experience as a Flight Turnaround Coordinator
• Familiarity with Altea system for flight handling