Sr Customer Service Agent

Job Purpose The 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/Duties Profil 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. 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 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. Show more