Customer Support Services Agent at AFMS Group

PRIMARY DUTIES

•  Comply with start-of-shift, break-in-shift and end-of-shift utilising the biometrics system and hard copy timesheet procedures and systems
• Inform customers of route, timetable and fare system information
• Distribute public information communication material
• Assist universal access passengers
• Be polite and always display a passenger friendly attitude (even when not on shift and in uniform)
• Comply with and implement all tasks and procedures as detailed in the Passenger Management Procedures Protocols:
• Monitor fare evasion and fraud control
• Clear busses during service and events
• Ensure that cards of all passengers are checked and valid
• Ensure effective gate control
• Register complaints and record incidents in the security occurrence book and report item to the station co-ordinator
• Recording of passenger numbers when required
• Provide MyConnect Card product information and knowledge on how the system works
• Wayfinding to key destinations in the vicinity of the Stations and stops
• Queue management at kiosks
• All other transport related relevant information such as links to other public transport services such as rail
• Operate sliding doors and ensure that it’s closed when no services are at the station/platform
• Responsible for passenger queues and layout of barriers in compliance with OHS
• Always adhere to the prescribed uniform code and name tags
• Ensure working areas are kept neat and tidy
• Ensure that handover takes place at end of shift
• HSEQ compliance, awareness, and checklists
• Comply with all instructions and requests from station management and supervisors 

SECONDARY DUTIES

• Multi skilled to provide cashier and validator services
• Assist with special events and monitor crowd control
• Monitor tap-in and tap-out at entry and exit gates
• Co-ordinate operational equipment such as, loud hailers, counters and radios if and when required.
• Any duties as requested by the management from time to time to ensure no disruptions to operations

Key Skills and Experience

• Grade 12
• Good knowledge of all Clients products
• Previous experience in a customer relationship environment
• Computer literacy
• Understand the importance of good customer relationship skills