Job Description

Roles & Responsibilities

RESPONSIBILITIES/DUTIES

Customer Interaction & Service Delivery

• 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 professionally and escalate when necessary.
• Provide accurate information on routes, travel regulations, products, and services.
• Offer dedicated support to People of Determination (POD) and vulnerable passengers.
• Proactively welcome and guide passengers throughout the station environment.
• Ensure 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.
• Support passengers in operating Ticket Vending Machines and promote their use to improve service flow.
• Manage assigned ticketing and subscription products responsibly.
• Conduct accurate cash handling, including receiving payments, counting, sorting, recording, and reporting discrepancies.
• Verify tickets, subscription cards, and cash stock at the beginning and end of each shift.
• Use ticket office equipment, tools, and machines correctly and responsibly.
• Monitor the proper functioning of ticket office devices and report malfunctions promptly.

Ticket Vending Machine (TVM) Support

• Assist customers in using Ticket Vending Machines and guide them through the transaction steps.
• Perform visual checks only to ensure Ticket Vending Machines are clean, accessible, and available for passenger use.
• Report all issues such as malfunctions, shortages, or operational concerns immediately to supervisors or technical teams.
• Communicate Ticket Vending Machine downtime or service disruptions clearly and professionally to passengers.
• Document TVM-related issues according to instructions when required.

Queue & Crowd Management

• Organize and manage customer queues during peak hours and high-demand periods.
• Support smooth customer flow in front of sales points and station entry/exit areas.
• Intervene proactively to prevent congestion and ensure efficient service delivery.

Administrative & Record-Keeping Duties

• Process customer forms, applications, and service requests accurately.
• Maintain detailed records of customer interactions, transactions, complaints, and observations.
• Communicate shift updates and relevant information accurately during handovers.
• Report operational deficiencies, emergencies, or incidents through the proper reporting chain.
• Ensure fingerprint attendance matches attendance records in compliance with company policies.
• Adhere to company dress code and maintain professional appearance at all times.

Internal Coordination & Operational Support

• Coordinate with colleagues and station teams to ensure continuity of service across shifts.
• Provide feedback to support improvements in customer service processes.
• Follow all operational guidelines, instructions, and procedures issued by management.
• Perform any additional duties assigned by supervisors or line managers.

Safety Responsibilities

• Promote a positive safety culture and participate in safety briefings as required.
• Comply with RDMC RQHSE policies, procedures, and Safety Management System requirements.
• Report unsafe conditions, security concerns, or environmental hazards immediately.
• Understand that safety, security, and environmental protection are shared responsibilities.
• Intervene appropriately in cases of observed safety, security, or environmental violations.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

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 best practices.
• General understanding of ticketing systems and customer-facing devices.
• Basic familiarity with computer tools and digital interfaces.

EXPERIENCE:

• 0-3 years of experience in customer service, retail, hospitality, or frontline service roles is preferred.
• Experience in cash handling or public-facing environments is an advantage.

DESIRED BEHAVIORS & EXPERIENCES

• Calm Under Pressure: Maintains composure and professionalism in challenging situations.
• Team Collaboration: Works effectively with colleagues to support seamless operations.
• Customer Orientation: Demonstrates strong commitment to passenger satisfaction.
• Communication Skills: Provides clear and respectful verbal communication in all situations.
• Attention to Detail: Ensures accuracy in transactions, records, and procedures.
• System Awareness: Shows comfort using ticketing devices and customer service tools.
• Problem Solving: Identifies issues and takes appropriate steps to resolve or escalate them.
• Professional Conduct: Adheres strictly to rules, procedures, and company policies.
• Flexibility: Willing to work shift patterns, weekends, and holidays as per roster.
• Respectful Interaction: Builds cooperative relationships with internal and external stakeholders.

Desired Candidate Profile

QUALIFICATIONS:

Minimum requirement: Diploma degree in a relevant discipline.

Preferred: Bachelor s degree in business administration or any related field.

EXPERIENCE:

0-3 years of experience in customer service, retail, hospitality, or frontline service roles is preferred.

Experience in cash handling or public-facing environments is an advantage.