Key Accountabilities/ Principle Responsibilities Ensure that all station staff carry out and perform their duties strictly in accordance with the contract's Quality Management System encompassing The Company RulesCustomer RelationsCash Management ProceduresPassenger Management ProceduresSecurity ProceduresCleaning ProceduresHealth and Safety Procedures PRIMARY DUTIESComply with start-of-shift, break-in-shift and end-of-shift utilising the biometrics system and hard copy timesheet procedures and systemsInform customers of route, timetable and fare system informationDistribute public information communication materialAssist universal access passengersBe polite and display a passenger friendly attitude at all times (even when not on shift and in uniform)Comply with and implement all tasks and procedures as detailed in the Passenger Management Procedures ProtocolsMonitor fare evasion and fraud controlClear busses during service and eventsEnsure that cards of all passengers are checked and validEnsure effective gate controlRegister complaints and record incidents in the security occurrence book and report item to the station co-ordinatorRecording of passenger numbers when requiredProvide MyConnect Card product information and knowledge on how the system worksWayfinding to key destinations in the vicinity of the Company Stations and stopsQueue management at kiosksAll other transport related relevant information such as links to other public transport services such as railOperate sliding doors and ensure that it's closed when no services are at the station/platformResponsible for passenger queues and layout of tensa barriers in compliance with OHSAdhere to the prescribed uniform code and name tags at all timesEnsure working areas are kept neat and tidyEnsure that handover takes place at end of shiftHSEQ compliance, awareness and checklistsComply with all instructions and requests from station management and supervisorsSECONDARY DUTIES Multi skilled to provide cashier and validator servicesAssist with special events and monitor crowd controlMonitor tap-in and tap-out at entry and exit gatesCo-ordinate operational equipment such as, loud hailers, counters and radios if and when requiredAny duties as requested by the management from time to time to ensure no disruptions to operations It should be noted that for operational reasons, it may be necessary for you to perform tasks other than those described herein from time to time. Prescribed procedures may be amended by management as and when requiredKey Skills and ExperienceGrade 12Good knowledge of all the Company productsPrevious experience in a customer relationship environmentComputer literacyUnderstand the importance of good customer relationship skillsPeople and Management SkillExcellent customer care skillsGood communication skills in both written and verbal formatInteractive personality with the ability to communicate with diverse groups of people across all levelsGood attention to detailTake ownership of tasksCalm disposition
