Responsibilities
Key Elements of the Role:
- Timely responses to all feedback received as per the Concession Agreement
- Monitoring the CRM
- Coordinating with internal and external stakeholders for closure of grievances
- Coordinating with Terminal Operations for any complaint received in the Complaint Register
- Responding to all feedback as per the timelines specified in Concession Agreement.
- Coordinating with internal/external stakeholders for timely closure of complaints
- Obtaining root cause analysis, correction and corrective actions from concerned stakeholders in case of complaints
- Constantly monitoring the Air Sewa and PG Portal for any feedback, uploading the feedback/grievance in CRM and initiating action accordingly.
- Immediate notification and action for any complaints received on Appellate Email ID
- Ensuring all documents are retained as per the Control of Documented Process
- Coordinating with relevant stakeholders for timely sharing responses for feedback received on Social Media handles.
- Following the bomb threat process in case of any threat mails received
- Coordinating for passes of vendors for various surveys conducted, auditors, etc.
- Supporting Head – Quality with tasks assigned
Qualifications
Educational Qualification: Graduation with/without Aviation Diploma
Experience : 02 – 03 years
