Customer Service Associate (Airport Kiosk Operations)

Job Description – Customer Service Associate (Airport Kiosk Operations)

 

Position Overview

Avaan is looking for energetic, customer-focused, and target-driven professionals to join our Airport Kiosk Operations team at Hyderabad International Airport. This role combines customer service excellence with proactive customer engagement and sales support. The ideal candidate should be comfortable interacting with travellers, handling customer inquiries, generating leads, and driving kiosk footfall while delivering an exceptional customer experience.

This is a front-line customer-facing role that requires excellent communication skills, high mobility, relationship-building abilities, and a strong customer-first mindset within a fast-paced airport environment.

 

Key Responsibilities

Customer Engagement & Kiosk Operations

·      Actively approach and engage passengers within the airport departures terminal and guide them to the Avaan kiosk.

·      Assist customers by providing information about Avaan's services, products, offerings, and processes.

·      Deliver professional and persuasive product/service presentations to potential customers.

·      Ensure a positive customer experience while maintaining airport decorum and service standards.

·      Support lead generation activities and contribute to kiosk walk-ins and customer conversions.

Customer Service & Voice Support

·      Handle customer inquiries, service requests, complaints, and follow-ups through face-to-face interactions and phone calls.

·      Manage inbound and outbound customer calls professionally and efficiently.

·      Provide accurate information regarding services, pricing, policies, and procedures.

·      Ensure timely resolution of customer concerns and maintain service quality standards.

·      Escalate complex customer issues to the appropriate teams when required.

·      Maintain customer records and interaction details in CRM or designated systems.

Relationship Management

·      Build and maintain strong working relationships with key airport stakeholders, including:

o  Airline Staff

o  GMR Airport Personnel

o  Encalm Lounge Teams

o  Airport Porters

·      Generate referrals and increase customer engagement through effective networking within the airport ecosystem.

Performance & Target Achievement

·      Meet and exceed daily, weekly, and monthly targets related to:

o  Lead generation

o  Customer conversions

o  Cargo volume/revenue generation (where applicable)

o  Customer satisfaction metrics

·      Maintain quality, productivity, and service benchmarks as defined by management.

Reporting & Compliance

·      Maintain accurate records of customer interactions, leads, and service requests.

·      Prepare daily activity updates and reports as required.

·      Follow company policies, airport regulations, service protocols, and compliance guidelines.

 

Required Skills & Competencies 

·      Excellent verbal communication skills in English and Hindi.

·      Strong customer service and relationship-building abilities.

·      Ability to confidently approach and engage new customers.

·      Good negotiation, persuasion, and problem-solving skills.

·      High energy levels with the ability to work in a fast-paced environment.

·      Ability to manage customer objections and handle complaints professionally.

·      Strong interpersonal skills and a positive attitude.

·      Familiarity with CRM systems and basic computer operations. 

Qualifications & Experience

·      Graduate or Undergraduate or 6 months to 2 years of experience in:

o  Customer Service

o  Airport Operations

o  Retail Sales

o  Hospitality

o  BPO/Contact Centre

o  Travel & Tourism

·      Prior airport experience will be an added advantage.

Preferred Attributes 

·      Customer-first mindset with a professional appearance and attitude.

·      Ability to stand and move around the airport terminal for extended periods.

·      Comfortable working in rotational shifts, weekends, and holidays.

·      Resilient, proactive, and target-oriented personality.

·      Ability to build rapport quickly and create positive customer interactions.

What We Offer 

·      Opportunity to work in a dynamic airport environment.

·      Exposure to customer service and business development operations.

·      Career growth opportunities within Avaan.

·      Performance-based recognition and rewards.

·      High visibility and interaction with diverse customers and stakeholders.

Interested candidates can send their resumes to Email: [Confidential Information] or Whatsapp: 7396111639