Job Purpose
To ensure the efficient resolution of crew support issues by effectively managing and addressing complaints, queries, and suggestions. Lead efforts to enhance service quality and mentor team members to uphold high standards of support. Drive continuous improvement initiatives, ensuring compliance with SLAs and fostering positive relationships with Crew and internal staff.
Job Accountabilities
- Handle complaints, queries, and suggestions from crew and OCC staff, ensuring effective and timely resolutions.
- Ensure all tickets, requests, feedback, and queries are addressed within the 48-hour SLA.
- Conduct follow-ups to prevent escalations and ensure smooth issue resolution.
- Ensure that everything is well documented on emails. Further, ensure that we have all the required documents/manuals up to date for reference.
- Liaise with various departments to resolve issues and implement improvements.
- Work with AM and Manager to enhance crew support by evaluating and redesigning processes as per requirement.
- Complete tasks and projects as delegated by the manager within a given timeline.
- Maintain a positive, transparent, and trustworthy image of Crew Support.
- Stay updated on the latest CAR and DGCA rules.
- Guide new team members, ensuring they understand processes and meet deadlines.
Qualification / experience/ knowledge Qualification
Minimum of bachelor's degree from a recognized university or professional qualifications in business and people management or equivalent.
Experience
Minimum two years of work experience preferably in an airline or other industry.
Skills/knowledge
- Fluent in English, both written and spoken.
- Ability to work effectively under pressure and in rotational shifts.
- Proficient in excel, PPT & MS Word shall be an added advantage.
- Familiarity with aviation operations is a plus.
- Strong analytical and problem-solving skills.
- Effective interpersonal skills for building relationships and teamwork.
- Experience in leading and mentoring teams.
