Customer Service Agent

Job Purpose

The Customer Service Agent is responsible for delivering high-quality frontline service to passengers by providing accurate ticketing support, travel information, and daily assistance within metro stations. The role supports ticket sales and subscriptions, guides customer movement, and ensures a positive passenger experience through effective communication, operational awareness, and adherence to safety and service procedures. The Customer Service Agent contributes to efficient station operations by assisting with Ticket Vending Machine usage, managing queues, and maintaining professional service standards.

Responsibilities/Duties

Profil de candidat recherch :

Customer Interaction & Service Delivery

• Maintain a positive, empathetic, and professional attitude during all customer interactions.
• Respond promptly and effectively to customer inquiries and requests.
• Handle and resolve customer complaints professionally and escalate when necessary.
• Provide accurate information on routes, travel regulations, products, and services.
• Offer dedicated support to People of Determination (POD) and vulnerable passengers.
• Proactively welcome and guide passengers throughout the station environment.
• Ensure customer satisfaction by delivering consistent, high-quality service.
  
  

Ticketing & Transaction Management

• Sell, issue, renew, and process tickets and subscriptions accurately at Ticket Offices and Subscription Offices.
• Support passengers in operating Ticket Vending Machines and promote their use to improve service flow.
• Manage assigned ticketing and subscription products responsibly.
• Conduct accurate cash handling, including receiving payments, counting, sorting, recording, and reporting discrepancies.
• Verify tickets, subscription cards, and cash stock at the beginning and end of each shift.
• Use ticket office equipment, tools, and machines correctly and responsibly.
• Monitor the proper functioning of ticket office devices and report malfunctions promptly.
  
  

Ticket Vending Machine (TVM) Support

• Assist customers in using Ticket Vending Machines and guide them through the transaction steps.
• Perform visual checks only to ensure Ticket Vending Machines are clean, accessible, and available for passenger use.
• Report all issues such as malfunctions, shortages, or operational concerns immediately to supervisors or technical teams.
• Communicate Ticket Vending Machine downtime or service disruptions clearly and professionally to passengers.
• Document TVM-related issues according to instructions when required.
  
  

Queue & Crowd Management

• Organize and manage customer queues during peak hours and high-demand periods.
• Support smooth customer flow in front of sales points and station entry/exit areas.
• Intervene proactively to prevent congestion and ensure efficient service delivery.
  
  

Administrative & Record-Keeping Duties

• Process customer forms, applications, and service requests accurately.
• Maintain detailed records of customer interactions, transactions, complaints, and observations.
• Communicate shift updates and relevant information accurately during handovers.
• Report operational deficiencies, emergencies, or incidents through the proper reporting chain.
• Ensure fingerprint attendance matches attendance records in compliance with company policies.
• Adhere to company dress code and maintain professional appearance at all times.
  
  

Internal Coordination & Operational Support

• Coordinate with colleagues and station teams to ensure continuity of service across shifts.
• Provide feedback to support improvements in customer service processes.
• Follow all operational guidelines, instructions, and procedures issued by management.
• Perform any additional duties assigned by supervisors or line managers.
  
  

Safety Responsibilities

• Promote a positive safety culture and participate in safety briefings as required.
• Comply with RDMC RQHSE policies, procedures, and Safety Management System requirements.
• Report unsafe conditions, security concerns, or environmental hazards immediately.
• Understand that safety, security, and environmental protection are shared responsibilities.
• Intervene appropriately in cases of observed safety, security, or environmental violations.
  
  

Qualifications

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

• Minimum requirement: Diploma degree in a relevant discipline.
• Preferred: Bachelor's degree in business administration or any related field.
  
  

Knowledge

• Basic knowledge of customer service principles and best practices.
• General understanding of ticketing systems and customer-facing devices.
• Basic familiarity with computer tools and digital interfaces.
  
  

Experience

• 0-3 years of experience in customer service, retail, hospitality, or frontline service roles is preferred.
• Experience in cash handling or public-facing environments is an advantage.
  
  

Desired Behaviors & Experiences

• Calm Under Pressure: Maintains composure and professionalism in challenging situations.
• Team Collaboration: Works effectively with colleagues to support seamless operations.
• Customer Orientation: Demonstrates strong commitment to passenger satisfaction.
• Communication Skills: Provides clear and respectful verbal communication in all situations.
• Attention to Detail: Ensures accuracy in transactions, records, and procedures.
• System Awareness: Shows comfort using ticketing devices and customer service tools.
• Problem Solving: Identifies issues and takes appropriate steps to resolve or escalate them.
• Professional Conduct: Adheres strictly to rules, procedures, and company policies.
• Flexibility: Willing to work shift patterns, weekends, and holidays as per roster.
• Respectful Interaction: Builds cooperative relationships with internal and external stakeholders.
  
  

Comptences

Not specified