Head - Customer Success

The Customer Service Executive is responsible for assisting passengers at various stages of their airport journey — from check-in to boarding and after arrival. The role focuses on providing excellent customer experience, ensuring passenger satisfaction, and maintaining airline and airport standards. Key Responsibilities:Passenger Assistance: Greet passengers courteously and assist them at check-in counters. Verify documents such as tickets, ID proofs, and travel permits. Issue boarding passes and baggage tags. Information & Communication: Provide accurate information regarding flight schedules, delays, gates, and boarding procedures. Make announcements when required and assist in crowd management. Special Handling: Assist elderly passengers, unaccompanied minors, and differently-abled passengers. Coordinate wheelchair assistance and escort services. Customer Support: Handle passenger queries, complaints, and requests politely and efficiently. Maintain calm during flight delays or disruptions and provide timely updates. Coordination: Liaise with other departments such as security, baggage, and ramp for smooth passenger movement. Ensure boarding gates close on time and all passengers are accounted for. Grooming & Professionalism: Maintain high grooming standards as per airline policy. Represent the airline with a positive and professional attitude. Skills & Qualifications:Minimum education: 10+2 (Graduate preferred). Excellent communication skills in English and local language. Pleasant personality and confident attitude. Customer-oriented mindset with patience and empathy. Ability to work under pressure and in rotational shifts. Work Environment:Shift-based work (morning, evening, night). Standing for long durations. Fast-paced airport environment requiring multitasking.