Job PurposeThe Customer Service Supervisor is responsible for overseeing station-level customer service and ticketing operations in alignment with the Customer Service Manager and Customer Service Lead. The role ensures consistent, compliant, and customer-focused delivery of frontline services while supporting revenue generation, operational discipline, cash control standards, and a safe, positive passenger experience.
This position supervises daily counter and passenger service activities, enforces operational procedures, safeguards cash integrity, and monitors KPIs to ensure effective station operations.
Responsibilities/DutiesProfil de candidat recherché :Team Leadership & Supervision
- * Lead, supervise, and motivate a team of Sr Customer Service Agents and Customer Service Agents.
- Allocate staff effectively to operational positions (Ticket Office, TVM, gates) to maintain smooth station operations.
- Monitor staff performance, provide feedback, and implement corrective measures as needed.
- Mentor and support new hires to ensure knowledge transfer and consistent service delivery.
- Conduct team briefings and shift handovers to communicate priorities, operational updates, and performance expectations.
- Monitor resolution of complex or escalated customer complaints, intervening as necessary and providing feedback to the Customer Service Lead.
- Ensure People of Determination (POD) and vulnerable passengers receive appropriate assistance.
- Monitor daily, weekly, and monthly KPIs for assigned customer service teams.
- Escalate persistent underperformance to the Customer Service Lead.
Sales Operations & Revenue Assurance
- * Monitor cash handling and fines procedures; ensure compliance with company policies.
- Review and verify custody and revenue across all stations in the designated zone.
- Ensure daily cash deliveries are completed on time, with accurate documentation.
- Support digital cash handling initiatives (POS machines) to reduce cash risks and avoid coin shortages; coordinate with the Customer Service Lead in case of emergency shortages.
- Coordinate with the revenue team to ensure availability of tickets, coins, cards, and receipts.
- Ensure proper cash management at all sales points, including float management, secure storage, reconciliation, and variance reporting.
- Monitor the operation of ticketing, subscription management, and end-of-shift cash reconciliations.
Ticket Vending Machine (TVM) Operations & Support
- * Supervise Sr Customer Service Agents in assisting passengers with TVM usage to minimize queues.
- Ensure initial and end-of-shift TVM checks are conducted to maintain operational readiness.
- Oversee basic troubleshooting, including ticket/card shortages, ticket roll replacement, clearing jams, and approved system resets.
- Monitor recurring TVM failures or technical issues and escalate critical matters to station management or technical teams.
- Ensure compliance with TVM cash collection and reconciliation procedures; verify documentation of issues and interventions.
- Communicate operational updates regarding TVM downtime or reduced functionality to management and guide agents on passenger communication.
- Train and mentor agents in proper TVM operation, troubleshooting, and customer guidance.
- Take responsibility for escalated TVM issues unresolved by agents.
Queue & Crowd Management
- * Supervise staff in organizing customer queues during peak hours, high-traffic periods, and special events.
- Monitor passenger flow at ticket offices, gates, concourses, and access points to ensure safe and orderly movement.
- Identify and intervene in situations that could lead to congestion, delays, or safety risks.
- Act as the point of escalation for crowd-related challenges.
- Ensure agents communicate queue procedures, waiting times, and service updates effectively.
- Provide coaching and training to agents on queue management, crowd control, and passenger communication best practices.
Administrative & Record-Keeping
- * Supervise Sr Customer Service Agents in processing customer requests, applications, and service forms accurately and efficiently.
- Oversee maintenance of logs for customer interactions, transactions, complaints, and service issues.
- Review and approve operational updates, pass-on notes, and shift reports to ensure smooth handovers.
- Conduct periodic audits of administrative records to verify accuracy and adherence to company policies.
- Ensure compliance with attendance policies, uniform standards, and professional appearance.
- Identify opportunities for improving administrative processes to enhance efficiency and service quality.
Internal Coordination & Operational Support
- * Supervise staff in supporting the Station Master Office for non-safety-critical administrative tasks.
- Ensure proper recording and communication of shift instructions for smooth handovers.
- Ensure timely reporting of operational deficiencies, emergencies, or incidents through the proper chain of command.
- Verify fingerprint attendance records against actual attendance.
- Provide coaching on operational procedures, record-keeping, and internal coordination protocols.
Passenger Experience & Customer Relations
- * Investigate and resolve mid-to-high-level customer complaints professionally and promptly.
- Support complex case handling and escalate critical issues to the Customer Service Manager as needed.
- Maintain accurate complaint records and follow-up actions.
- Support implementation of corrective action plans.
- Ensure staff consistently apply RDMC’s customer service standards.
- Assist with onboarding and training of new customer service staff.
- Support coordination during service disruptions or special events.
Safety Responsibilites
- * Promote a positive safety culture within the workplace and attend any safety-related meetings or briefings as
- required within the job role.
- Comply with the requirements of RDMC RQHSE Policy and Safety Management System.
- Be mindful that Safety, Security, and Environmental protection are everyone’s responsibility.
- All staff members are accountable for reporting and intervening in any Safety, Security, or Environmental violations.
QualificationsESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE
- * Bachelor’s degree in Business Administration, Commerce, Transport Management, or a related field.
- Additional certification in Customer Experience, Service Excellence, or Operations Management is preferred.
- Fluent in Arabic and English (written and spoken); knowledge of French is an advantage.
Knowledge
- * Strong understanding of customer service operations in high-volume transport environments (railway/metro preferred).
- Knowledge of ticketing systems, cash-handling procedures, and fraud-prevention practices.
- Familiarity with KPI management, performance dashboards, and data-driven decision-making.
- Solid knowledge of coaching methodologies, competency frameworks, and adult-learning principles.
- Understanding of passenger-flow management and station operational dynamics.
- Awareness of safety standards and regulatory requirements related to frontline operations.
- Proficiency in MS Office (Excel, Word, PowerPoint); knowledge of CRM or ticketing platforms is a plus.
Experience
- * 5–7 years of progressively responsible experience in customer service or transport operations.
- Minimum 2–3 years of supervisory or managerial experience leading frontline teams.
- Proven experience managing ticketing operations, cash-handling controls, and revenue-related compliance.
- Experience in staff evaluation, coaching, disciplinary processes, and performance improvement programs.
DESIRED BEHAVIORS
- * Customer-Centric Mindset: Consistently prioritizes passenger needs and delivers a positive, professional customer experience across all interactions.
- Leadership & Accountability: Demonstrates strong team leadership by motivating staff, providing constructive feedback, and taking responsibility for team performance and operational outcomes.
- Integrity & Compliance: Upholds company policies, procedures, and ethical standards, ensuring accurate reporting, cash handling, and adherence to safety regulations.
- Problem-Solving & Decision-Making: Proactively identifies operational issues, evaluates options, and implements timely, effective solutions, particularly in high-pressure or escalated situations.
- Collaboration & Communication: Effectively communicates with team members, peers, and management; fosters cooperation across departments and ensures smooth internal coordination.
- Continuous Improvement: Actively seeks opportunities to optimize processes, enhance service delivery, and implement best practices.
- Adaptability & Resilience: Maintains composure, focus, and effectiveness in dynamic, high-volume, and potentially disruptive operational environments.
- Safety & Risk Awareness: Models and enforces safety, security, and environmental standards, encouraging a proactive safety culture among the team.
