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 Rules
Customer Relations
Cash Management Procedures
Passenger Management Procedures
Security Procedures
Cleaning Procedures
Health and Safety Procedures
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 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 Protocols.
Monitor fare evasion and fraud control.
Clear buses 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 items to the station co-ordinator.
Record 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 Company Stations and stops.
Queue management at kiosks.
Provide all other transport-related relevant information such as links to other public transport services such as rail.
Operate sliding doors and ensure that they are closed when no services are at the station/platform.
Responsible for passenger queues and layout of tensa barriers in compliance with OHS.
Adhere to the prescribed uniform code and name tags at all times.
Ensure working areas are kept neat and tidy.
Ensure that handover takes place at the end of the 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.
Perform any duties as requested by management to ensure no disruptions to operations.
Note: 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 required.
Key Skills and Experience
Grade 12.
Good knowledge of all the Company products.
Previous experience in a customer relationship environment.
Computer literacy.
Understanding the importance of good customer relationship skills.
People and Management Skills
Excellent customer care skills.
Good communication skills in both written and verbal format.
Interactive personality with the ability to communicate with diverse groups of people across all levels.
Good attention to detail.
Take ownership of tasks.
Calm disposition.
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