Job Description

JOB PURPOSE & SPECIFIC RESPONSIBILITIES:

• CSA shall be responsible for the successful management of shift in absence of Duty Officer.
• Desires to implement innovative procedures to support immediate business needs, train and

shadow new employees.

• Implement and maintain the processes needed for meeting airline specific SLAs & SOPs.
• Use Microsoft Office or appropriate software and application to assemble, ruminate and

format data, information and statistics as well as generate standard reports as required

• Perform any other functions as required by the VP –PAX.
• Ensure that frequent flyer programs of the airlines are professionally handled.
• Handle denied boarding process and compensation.
• Arrange for the hotel and conveyance in case of DB"s and VDB"s as per the carriers

guidelines and SLA.

• Make boarding announcements and manage the boarding process, manage upgrades and

downgrades, handling stand by list, reconciliation of passenger numbers with aircraft

documents prior to departure.

• Directs passengers from aircraft through controls.
• Arrange for transfer desk/connection services and baggage recheck.
• Initiate pre-flight/post-flight work.
• Meet Arrival flight and prepare & handle MHB reports/cases professionally.
• Ensure proper and correct information/guidance to passengers.
• Consult Supervisor in case of difficult situations.
• Handling delayed and cancelled operations.
• Awareness/implementation of policies and procedures of the airlines.
• Maintain proper communication with the supervisor. Develop teamwork to have smooth

handling.

• Coordination with colleagues in various areas for on time departure.
• Responsible and accountable for overall quality, safety and security of operations in the

assigned area of work.

• Responsible for reporting to his supervisors’ occurrences, events, violations and acts that may

affect safety, security and company reputation.

EDUCATIONAL QUALIFICATIONS

• Graduate in any subject

RELEVANT EXPERIENCE

• 0 - 12 months of experience in the relevant field
• Should be able to handle a mass manpowe
• Should possess good command over computer application
• Have demonstrated ability in airlines systems and processes.
• Have the appropriate skill set to set and manage priorities
• Exceptional command over MS Office would be advantages.
• Excellent command over written and spoken English and Hindi.

PERSONAL CHARACTERISTICS & BEHAVIOURS

• Possesses openness to new challenges
• Willingness to go beyond the challenges and meet the deadlines.
• Should have the ability to solve problems
• Should be service oriented
• Candidate should be willing to work in night shifts.
• Good communicator and able to relate to all levels of staff
• A team player at handling cross-sectional team
• Excellent customer service and interpersonal skills.
• Positive attitude with the natural ability to provide excellent service in a team environment,

dealing with people from many cultures.

• Ability to work in a fast passed, constantly changing environment
• Excellent personal presentation
• Ability to adopt to various computerized systems
• A team player with the ability to lead and manage cross-sectional team
• Ability to adopt to various computerized systems
• Ability to understand and interpret customer airlines operational manuals

Designation: Customer Service Agent (Job Code: CSA)

Location: Delhi

• Graduate in any subject
• Age Limit: Not more than 35 years.
• Fresher’s can apply.
• Staff who are currently working at the Airport / staff having experience in Aviation

Industry would be an added advantage.

Note to all Applicants

• Incomplete applications will be disregarded.
• Passport issued on or after 2018 or latest Police Clearance Certificate from

Superintendent of police / Police Commissioner

• Eligible & Interested candidates to send their CV’s with a soft copy of the passport size

photograph on [email protected]

• Office Address:

Air India SATS Airport Services Private Limited,

Correspondence Address:

Indira Gandhi International Airport, Airlines Offices, Level -3 Terminal -3, New Delhi -

110037, India

For any further assistance please contact: 011 49637811.

• Closing date for applications is 30 November 2021.
• http://www.aisats.in/careers/JD-CSA%20S4.pdf 

Skills Required

• Customer Service
• Microsoft Office
• Interpersonal Skills