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Manager- Customer Care
CCO Function - Hospitality
About Us
Noida International Airport is the upcoming greenfield airport at Jewar, which will enhance connectivity to and from Delhi NCR, Noida and Western UP. NIA, a confluence of Swiss efficiency and Indian hospitality, is envisioned to become India’s leading airport in terms of customer-service, outstanding efficiency, digital services and commitment to the minimal environmental impact. NIA will provide a modern and seamless passenger experience as well as a broad range of commercial offerings for families with children, elderly travelers as well as the travelling business community.
The airport is being developed by Yamuna International Airport Private Limited (YIAPL), a 100% subsidiary of Zurich Airport International AG, in close partnership with Government of Uttar Pradesh and Government of India.
The airport is being developed by Yamuna International Airport Private Limited (YIAPL), a 100% subsidiary of Zurich Airport International AG, in close partnership with Government of Uttar Pradesh and Government of India.
As a diversified business and a listed company, Flughafen Zürich AG operates Switzerland’s most important transport and meeting hub – Zurich Airport. Flughafen Zürich AG has around 1,700 employees across four business areas. The company focuses on its core activities: national and international airport operator, operation of the commercial centres in the landside and airside areas, as well as management and further development of real estate at the Zurich location. As its fourth strategic pillar, Flughafen Zurich AG, manages through its international subsidiary, Zurich Airport International AG (ZAIA) airport concessions in Latin America and Asia.
Job Description
The role of the Airport Customer Service Manager at Noida International Airport involves leading and managing the customer service team to ensure passengers have a positive experience from arrival at the airport until boarding their flight. This position requires a strong background in customer service management, exceptional communication skills, and the ability to handle high-pressure situations with ease. The manager will be responsible for developing and implementing customer service policies, training staff, and resolving any issues that arise. Collaboration with other airport departments, airlines, and external partners is crucial to ensuring seamless and efficient operations.
Responsibilities: -
· Oversee daily operations of the customer service team.
· Ensure all passengers have a positive experience at the airport.
· Develop and implement customer service policies and procedures.
· Train and mentor customer service staff.
· Resolve customer complaints and issues promptly.
· Coordinate with other airport departments and airlines.
· Monitor and improve customer service performance metrics.
· Manage staffing levels and schedules.
· Ensure compliance with airport and airline regulations.
· Handle escalated customer service issues.
· Would be responsible for all the information/ concierge desk at the Airport.
· Implement customer feedback and improvement initiatives.
· Maintain a safe and secure environment for passengers and staff.
· Develop and maintain relationships with external partners, Cross functional Team
· Ensure efficient and effective passenger assistance services.
· Monitor and manage customer service budgets.
· Prepare and present reports on customer service performance.
Qualifications: -
· Bachelor’s degree in Hospitality Administration or a related field.
· Minimum of 8-10 years of experience in customer service management or Airport Operation
· Experience in the aviation or transportation industry preferred
Excellent communication and interpersonal skills.
· Proven track record of improving customer service performance.
· Ability to handle high-pressure situations and resolve conflicts.
· Experience in training and mentoring staff.
· Strong analytical and reporting skills.
· Ability to work flexible hours, including weekends and holidays.
Job Requirement
· Excellent communication and interpersonal skills.
· Proven track record of improving customer service performance.
· Ability to handle high-pressure situations and resolve conflicts.
· Experience in training and mentoring staff.
· Strong analytical and reporting skills.
· Ability to work flexible hours, including weekends and holidays.
· Proficiency in Microsoft Office and customer service software.
· Strong organizational and time management skills.
· Commitment to delivering exceptional customer service.
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Life at Noida International Airport
Who we are
Why Noida International Airport
Noida International Airport, a confluence of Swiss efficiency and Indian hospitality, is envisioned to become India’s leading airport in terms of customer-service, outstanding efficiency, digital services and commitment to minimal environmental impact. We offer a dynamic and exciting work environment with tremendous opportunities for personal and professional growth. As a prospective employee, you will have the chance to work with a diverse group of talented and passionate individuals who are dedicated to making a difference in the world. Moreover, we are located in a thriving city with a rich cultural heritage and a vibrant community, making it an ideal place to live and work. Join us at Noida International Airport and be part of a team that is shaping the future of aviation.
