Customer Service Agent

Job Title

Customer Service Executive – Aviation

Location

General Aviation Terminal, IGI Airport, New Delhi

Department

Customer Service / FBO Operations

Reporting To

Customer Service Manager / Station Head

Job Purpose

To provide professional assistance to passengers, guests, and flight crew while coordinating with airport teams to ensure smooth arrivals, departures, and a high standard of service.

Key Responsibilities

Welcome and assist passengers, VIP guests, and crew at the General Aviation Terminal.

Coordinate arrival and departure arrangements, including meet-and-assist services, lounge access, baggage assistance, and ground transportation.

Liaise with aircraft operators, flight crew, ground handling teams, and airport authorities regarding service requirements.

Coordinate with the relevant teams for security screening, immigration, customs, and other applicable airport formalities.

Monitor flight schedules and communicate changes or delays promptly to passengers and concerned departments.

Ensure lounges and reception areas are clean, presentable, and ready for guests.

Coordinate catering, refreshments, and special passenger requests with the concerned teams.

Handle passenger enquiries and complaints courteously, escalating unresolved matters to the reporting manager.

Maintain accurate passenger movement records, service requests, shift handovers, and daily reports.

Record services provided and share accurate details with the billing team.

Follow airport security procedures, company SOPs, and applicable safety requirements.

Maintain confidentiality when handling passenger information and travel details.

Support colleagues during peak movements and operational disruptions.

Qualifications and Experience

Graduate in any discipline; a qualification in Aviation, Hospitality, or Travel and Tourism is preferred.

Preferably 1–3 years of experience in aviation customer service, airport operations, hospitality, or guest relations.

Required Skills

Good verbal and written communication in English and Hindi.

Professional grooming, a courteous approach, and a strong service orientation.

Ability to handle VIP guests and sensitive situations with discretion.

Strong coordination, problem-solving, and time-management skills.

Basic proficiency in MS Office, email, and record maintenance.

Ability to remain calm and attentive in a busy operational environment.

Working Conditions

Willingness to work rotational shifts, including nights, weekends, and public holidays.

Ability to meet applicable airport entry-pass and background-verification requirements.

Key Performance Indicators

Passenger satisfaction and quality of service.

Timely coordination of arrival and departure services.

Accuracy of operational records and billing inputs.

Effective complaint resolution and shift handovers.

Compliance with grooming standards, SOPs, and airport security procedures.

Pay

₹10,000.00 - ₹35,000.00 per month

Work Location

In person