Mission
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.
Profile
RESPONSIBILITIES/DUTIES
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:
o Ticket or wallet card shortages
o Ticket/bobbin roll replacement
o Clearing ticket jams
o 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.
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 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.