Job PurposeThe Sr Customer Service Agent delivers high-standard customer service across stations by providing ticketing support, travel guidance, and frontline assistance to passengers. In addition to performing all duties of a Customer Service Agent, the Senior Customer Service Agent manages escalated service situations, supports Ticket Vending Machine (TVM) operations, oversees cash and ticketing accuracy, and coordinates station-level customer service activities during their shift. The role ensures compliance with safety, service, and operational procedures while contributing to an efficient, safe, and customer-focused metro environment.
Responsibilities/DutiesProfil de candidat recherché :Customer Interaction & Service Delivery Excellence
- * 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 in a courteous and professional manner.
- Provide travel guidance, product information, and service support tailored to customer needs.
- Offer dedicated assistance to People of Determination (POD) and vulnerable passengers.
- Proactively welcome and guide passengers within stations to enhance their journey experience.
- Ensure overall 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.
- Manage ticket and subscription accounts and ensure proper handling of all assigned products.
- Perform accurate cash handling, including receiving payments, counting, sorting, and reporting discrepancies.
- Monitor cash availability throughout the shift and request replenishment as needed to ensure uninterrupted ticketing operations.
- Perform end-of-shift cash reconciliation, ensuring alignment between collected amounts, system records, and documentation, and report any variances immediately.
- Verify tickets, subscription cards, and cash stock at the beginning and end of each shift.
- Ensure correct use of ticket office equipment, tools, machines, and subscription devices.
- Use all equipment and tools responsibly, ensuring proper functionality and adherence to procedures.
Ticket Vending Machine (TVM) Operations & Support
- * Assist passengers in using Ticket Vending Machines and proactively promote their usage to reduce queueing.
- Conduct initial Ticket Vending Machine checks at the beginning and end of each shift to ensure service readiness.
- Perform basic troubleshooting, including:
- Ticket or wallet card shortages
- Ticket/bobbin roll replacement
- Clearing ticket jams
- Basic Ticket Vending Machine resets as per approved procedures
- Report technical failures or recurring issues for escalation to technical or station management teams.
- Support Ticket Vending Machine cash collection processes in line with company procedures.
- Document Ticket Vending Machine issues, interventions, and shortages accurately and promptly.
- Communicate Ticket Vending Machine downtime or reduced functionality to customers and supervisors.
Queue & Crowd Management
- * Organize and manage customer queues during peak hours and high-traffic periods.
- Support smooth and safe customer flow in front of sales points and station access routes.
- Intervene proactively to prevent congestion and ensure service continuity.
Administrative & Record-Keeping Duties
- * Process customer requests, applications, and service forms with accuracy and efficiency.
- Maintain detailed logs of customer interactions, transactions, complaints, and service issues.
- Communicate operational updates and pass-on notes to subsequent shifts.
- Report operational deficiencies, equipment failures, or emergencies to supervisors in a timely manner.
- Ensure compliance with attendance, uniform, and appearance standards.
Internal Coordination & Operational Support
- * Support the Station Master by operating the Station Master Office (SMO) for non-safety-critical administrative tasks when required, ensuring continuity of station operations.
- Process customer forms, requests, and transactions accurately.
- Maintain detailed records of customer interactions, transactions, comments, and complaints.
- Record and communicate relevant shift instructions to ensure smooth handovers.
- Report deficiencies, emergencies, or operational issues through the proper chain of command.
- Ensure fingerprint attendance matches actual attendance records in compliance with company policy.
- Adhere to and enforce company uniform and appearance standards.
Additional Senior Customer Service Agent Responsibilities
- * Address basic Ticket Vending Machine technical issues such as jams, shortages, and minor resets.
- Apply fines to passengers found in non-compliance with travel regulations.
- Allocate Customer Service Agents to operational positions (Ticket Office, Ticket Vending Machine, gates, concourse, etc.) to ensure fair workload distribution during the shift.
- Support escalated customer or operational issues requiring senior-level intervention.
- Serve as a point of support for newly hired Customer Service Agents to promote knowledge transfer.
Safety Responsibilities
- * 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
- * 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 practices.
- Fundamental understanding of ticketing systems, point-of-sale equipment, and Ticket Vending Machines.
- Awareness of station operations and customer movement patterns.
Experience
- * 3-5 years of experience in customer service, retail, hospitality, or a related frontline service role is preferred.
- Experience in cash handling, ticketing, or transport service roles is advantageous.
DESIRED BEHAVIORS
- * Calm Under Pressure: Remains composed and professional in stressful or critical situations.
- Team Collaboration: Works effectively with colleagues to deliver smooth station operations.
- Customer Orientation: Anticipates customer needs and delivers proactive, high-quality service.
- Communication Skills: Demonstrates clear verbal and written communication, especially in difficult situations.
- Attention to Detail: Ensures accuracy in transactions, records, and procedures.
- System-Oriented Thinking: Comfortable working with digital tools, ticketing systems, and operational devices.
- Problem Solving: Takes initiative to identify and resolve issues efficiently.
- Professional Conduct: Strictly adheres to rules, procedures, and company conduct standards.
- Flexibility: Willing to work shifts as scheduled on the roster.
- Cooperation: Builds positive relationships with internal and external stakeholders.
