Job Title: Customer Service Executive – Aviation
Location: General Aviation Terminal, IGI Airport, New Delhi
Department: Customer Service / FBO Operations
Reporting To: Customer Service Manager / Station Head

Job Purpose

To provide skilled assistance to passengers, guests, and flight crew while coordinating with airport teams to ensure smooth arrivals, departures, and a high standard of service.

Key Responsibilities

- Welcome and assist passengers, VIP guests, and crew at the General Aviation Terminal.
- Coordinate arrival and departure arrangements, including meet-and-assist services, lounge access, baggage assistance, and ground transportation.
- Liaise with aircraft operators, flight crew, ground handling teams, and airport authorities regarding service requirements.
- Coordinate with the relevant teams for security screening, immigration, customs, and other applicable airport formalities.
- Monitor flight schedules and communicate changes or delays promptly to passengers and concerned departments.
- Ensure lounges and reception areas are clean, presentable, and ready for guests.
- Coordinate catering, refreshments, and special passenger requests with the concerned teams.
- Handle passenger enquiries and complaints courteously, escalating unresolved matters to the reporting manager.
- Maintain accurate passenger movement records, service requests, shift handovers, and daily reports.
- Record services provided and share accurate details with the billing team.
- Follow airport security procedures, company SOPs,



and applicable safety requirements.
- Maintain confidentiality when handling passenger information and travel details.
- Support colleagues during peak movements and operational disruptions.

Qualifications and Experience

- Graduate in any discipline; a qualification in Aviation, Hospitality, or Travel and Tourism is preferred.
- Preferably 1–3 years of experience in aviation customer service, airport operations, hospitality, or guest relations.

Required Skills

- Good verbal and written communication in English and Hindi.
- Professional grooming, a courteous approach, and a strong service orientation.
- Ability to handle VIP guests and sensitive situations with discretion.
- Strong coordination, problem-solving, and time-management skills.
- Basic proficiency in MS Office, email, and record maintenance.
- Ability to remain calm and attentive in a busy operational environment.

Working Conditions

- Willingness to work rotational shifts, including nights, weekends, and public holidays.
- Ability to meet applicable airport entry-pass and background-verification requirements.

Key Performance Indicators

- Passenger satisfaction and quality of service.
- Timely coordination of arrival and departure services.
- Accuracy of operational records and billing inputs.
- Effective complaint resolution and shift handovers.
- Compliance with grooming standards, SOPs, and airport security procedures.

Pay: ₹10,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Customer Service Agent (Delhi)
🏢 Bird Delhi General Aviation Services Private
📍 Delhi