Customer Service Supervisor

RATP Dev Mobility Cairo likely operates in public transportation and security services, offering roles in control, fraud management, and customer support.

Job Purpose The 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/Duties Profil 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. Qualifications ESSENTIAL 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. Show more