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