Customer Service Role

JOB DESCRIPTION
Officer – AO&CS in the role of Customer Service
(OUText – Customer Service)

Job purpose:
To carry out safe and secure on time operations in accordance with the ground operations manual and all applicable procedures.

Key responsibilities and accountabilities:
Assist customers through all procedures related to arrivals & departures in the following
activities.

Reservations & ticketing:
 Making reservations across the counter
 Selling of tickets.
 Remitting cash to the concerned department.
 Answering customer queries over the telephone.

Departures
 Attend the pre – flight and post flight briefings.
 Setting up of check in counters.
 Screening of checked in baggage.
 Maintain high quality of Check in procedures.
 To assist customers with special requests.

Arrivals
 To assist customers with special requests.
 To assist customers with Mishandled / damaged baggage. Prepare all required reports for the same.
 Co-ordination with the baggage vendor for the damaged bags.
 Follow up with the en-route stations regarding lost baggage.

Post flight departure
 Filing of all necessary flight papers
 Any other responsibility assigned by the management from time to time