Customer Service Agent - Tram

Contract Type: Permanent contract

Main Responsibilities

• Deliver essential messages to passengers (via audio or visual means) in a timely, clear and proactive manner.
• Move around the System (DTAS) dealing with queries and incidents as required.
• Provide mobile response to incidents.
• Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the tram and station premises.
• Carry out controlled/uncontrolled/emergency evacuation of passengers.
• Assist and mitigate overcrowding on platforms to ensure that passengers flows are managed in an orderly manner.
• Provide information on ticket sales, tram services information and respond to passenger enquiries.
• Distribute publicity materials (as and when required) and handle lost property.
• Meet and greet customers and provide a highly visible and proactive level of customer service.
• Perform shift and emergency duties when required.
• Provide safe, reliable, convenient and comfortable tram journeys to the users of DTAS if and when necessary or as directed by the Operations Supervisor.
• When dealing with customers of the DTAS, ensure that matters are handled tactfully and sensitively as appropriate and strictly follow the guidelines, procedures and instructions of the organisation.
• Comply fully with procedures and instructions as part of the certified training and instructions.
• Enforce safety procedures and instructions and carry out necessary procedures to ensure the safety of members of the public and employees of the tram system.
• Provide all possible assistance to customers, in particular for People of Determination.
• Enforce revenue protection procedures and associated by-laws.
• Provide the very best in customer service and information.
• Perform and carry out other duties as instructed / directed by the Operations Supervisor and/or senior management team from DTAS Operations department.
• Awareness of the Integrated Management System and the content of the Safety, Assurance & Environment and Information Security Policy Statements.
• Understanding of personal responsibilities and contribution to achieving compliance with the Integrated Management System requirements, (including but not limited to competence to perform safety critical roles, legal requirements, control measures arisen from environmental impacts and aspects, job safety analysis and information security risk assessment) and the potential consequences of departure from the arrangements in place to deliver the commitments stated in the policies statements above.
• Use safety equipment (including PPE) as required and intended; observe that this is also enforced among subcontractors and third parties working in Keolis-MHI’s controlled premises/systems.
• Promote a good SAE and Information Security culture among their peers, subcontractors and third parties.
• Ensure compliance with the Keolis-MHI Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards.
• Exercise a personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions - reference SMS GSOP-HSE1-6 Keolis-MHI organisational HSE responsibilities.
• Ensure compliance with all training requirements of Keolis-MHI and always adhere to these requirements while in employment.
• Report any accidents, incidents, breaches or potential breaches to appropriate management.

Knowledge Requiered

• Maintain a level of awareness on the key issues faced by customers, the performance of operations and customer service activities.
• Excellent knowledge of the network, destinations served, key routes, integration with other modes, the zonal structure, ticketing and fares in order to provide customers with accurate information to assist them during their journey.

Key Skills

• A mature, proactive and responsible approach to work with initiative and problems solving ability.
• Ability to liaise in a professional and persuasive manner with staff at all levels in the organisation.
• Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
• Basic understanding of tram & station operations and associated activities.
• Good literacy and numeracy skills required for the role.
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities.
• Ability to understand complex systems and possess good IT skills.
• Ability to work in an efficient and flexible manner in unsupervised circumstances.

Experiences

• A minimum of 2 years’ experience as a front-line staff delivering customer services in a train, station or equivalent environment.
• A minimum of 1 year as a ticket inspector in public transports or equivalent revenue recovery environment would be an advantage.
• Experience and understanding of dealing with customers and conflict resolution techniques.

Educationnal Qualifcations

• Ideally a degree holder or higher diploma of post-secondary education in a related discipline.

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