Customer Journey Controllers
Location:
Gurugram
|
Aug 6, 2025
Job Description
- Job Description & Role
- To provide efficient, proactive, and professional support during IROPS, manage bookings and ticketing for staff on duty travel, and for Sky Marshal to ensure smooth operations
- Monitor flight schedules proactively to anticipate disruptions and prepare contingency plans
- To coordinate between IOCC - Duty Manager, airport team for timely decisions during IROPS.
- Assist in decision making regarding cancellations, delays and re-accommodation.
- Re-accommodate disrupted guests on alternate flights in Amadeus CM Launcher and ARD WEB.
- Prioritise Special assistance passengers during disruptions.
- Support AOD team on front line by providing them with real-time updates.
- Ensure timely entry of disruption data .
- Participate in Post-IROPS reviews to analyse root causes, assess response effectiveness and contribute to service recovery improvements.
- Manage and issue tickets and bookings
- Informing the concerned station about re-accommodation.
- Informing the Call Centre on the various actions taken to facilitate pax on disrupted flight including re-accommodation.
- Creating excel reports on actions initiated for re-accommodation of stranded pax.
- Conforming seats for all types of SOD movement.
- Airport experience will be preferred.
- Any other duties that may be assigned.
Skill Sets Required
• Keyboard Skills
• Spoken English
• Trained on Amadeus PSS System – both Reservation and DCS
• E-ticket issuance and reissuance
• Knowledge of world map and city/airport codes etc
• Queue handling skills
Who Can apply
Graduation degree
Candidates with Amadeus experience will be preferred.
Candidates should be willing to work in 24*7 rotational shift pattern.