OEP License No : RWP/3131 ISO 9001-2008 Certified Company
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Job Information

Customer Service Manager

Saudi Arabia
Rs2,00,000 - Rs3,00,000



1-During mobilisation, with the support of the Training Department, work with the Group Station Manager to deliver training modules and SOPs to ensure staff are competent to carry out their day-to-day duties.



2. Lead a team of Station Ambassadors to deliver outstanding levels of service. Mentor and coach staff to drive world class service standards. Lead team during disruption or other unforeseen circumstances



3. Manage the Station Customer Service staff to support operations in response to degraded and emergency scenarios. Work with Station Operations Manager to implement relevant SOPs and manage station staff resources effectively to respond to scenario



4. Provide visible station leadership on a shift basis and take ownership of all daily issues that contribute to the delivery of outstanding service. Conduct daily conditions check of station including, as appropriate, opening and closing checks (in conjunction with SOM). Monitor station retailers and other third parties to ensure compliance with safety and security standards. Deal personally with local complaints and identify any areas causing complaints. Report and follow up any issues with key station equipment such as lifts, escalators, etc to the OCC /SOM, ensure all issues are logged. Undertake first intervention on Station AFC equipment including gatelines and TVMs



5. Manage the ticketing and fare collection activities at designated stations. Ensure robust processes are in place to ensure revenue reconciliation and discrepancies are investigated, and losses are minimised. Ensure security of cash held at stations and secure cash deposit process in place at all designated locations



6. Ensure security personnel are on duty as rostered, monitor security contractor performance and task security guards as appropriate to ensure a secure customer environment is maintained throughout operational hours



7. Ensure FM contractor staff always perform their duties to maintain a safe and ambient customer environment ons the designated stations. Report and keep track of any issues with the FM contractor.



8. Work with the GSM to ensure permanent and temporary information (A-frames etc) is in place at designated station to meet KPI targets for: • B1: Permanent passenger information at stations



                  • Appropriate experience or any degree/diploma or professional certificates;

                  • Proficient language skills – English essential, Arabic desirable


Knowledge and Skills

                  • Leading front-line customer service or railway/metro staff to deliver daily planned service

                  • Proven track record of delivering outstanding levels of customer service;

                  • Deploying resources effectively to meet changing demands, communicating clear relevant daily priorities and targets to achieve consistency

                  • Dealing with third party partners such as FM contractor and Security Supervisor to ensure all plans and SOPs are fully understood and integrated


                  Ability to identify opportunities to drive continuous improvement initiatives to resolve issues



                  • Minimum of 5 years customer service team management experience within any quality service provider or rail/metro organisation.

                  • Multi-site team management experience

                  • Managing both planned and unplanned degraded operations and major events

                  • Implementation of safety processes and procedures and completing any initial incident investigations/reviews

                  • Implementation of property and environmental conditions surveys and assessments


Medical Criteria

                  • Fitness as per prescribed Medical Standards, non-safety critical


Behaviour Competencies for all staff


                  • Leadership Skills

                  • Logical thinking;

                  • Problem and conflict resolving

                  • Quick decision making;

                  • Effective communication skills;

                  Ability to work under pressure;

                  • Ability to work in team





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