Customer Service Supervisor ( Aviation sector )

Key Responsibilities:

• Coordinate and interact with various government agencies (ATC, AAI, DGCA, BCAS, etc.) to ensure smooth flight operations (pre/post flight).

• Extend proper communication to staff periodically regarding delays and early operations.
  
• Ensure safe and secure operations and timely flight departures in coordination with the respective flight supervisors.
  
• Establish and manage counter operations, queue management, and proper boarding guidelines.
  
• Coordinate crew movement as per airline specifications.
  
• Ensure the Flight Handling Report (FHR) is accurately filled and signed on time by the respective airline representative.
  
• Ensure adequate trained manpower is available at key locations in the passenger terminal through proper roistering, and coordinate with duty officers from other departments.
  
• Provide staff-related information to the Duty Manager for performance evaluation.
  
• Handle staff grievances, complaints, and administrative issues that do not require escalation.
  
• Ensure sufficient staff availability in each functional area.

• Contact customer airlines for their feedback.
  
• Coordinate airport operations related to flight handling and ensure periodic communication with staff.
  
• Monitor flight operations, including pre-flight, arrivals, departures, and post-flight activities.
  
• Conduct daily briefings in advance of operations and provide solutions to recurring issues faced by staff.
  
• Assist the Duty Manager in preparing staff appraisal reports in accordance with company policies.
  
• Coordinate and interact with various government agencies and maintain strong relationships to ensure smooth flight operations.
  
• Encourage staff involvement in initiatives for continuous operational improvement.
  
• Handle staff grievances and complaints within a reasonable timeframe and escalate to the Duty Manager when necessary.

Educational Qualifications

• Bachelors/Masters Degree or equivalent.
  

Relevant Experience

• Minimum 36 months of experience in the aviation industry, with at least 1 year at the CSSA level.

• Extensive hands-on experience and training in flight and ground operations.
  
• Experience in passenger services, airline administration, and coordination with airports and other authorities.
  
• Strong knowledge of airport safety & security regulations, especially terminal operations including DGR, IATA, ICAO, and BCAS requirements.
  
• Thorough understanding of GHA, IATA regulations, and airport handling standards.
  
• Willingness to work night shifts and extended hours.
  
• Excellent command of spoken and written English.
  
• Adequate computer proficiency.
  
• Strong sense of responsibility toward customer needs and expectations.
  
• Demonstrated motivational and leadership qualities.