Officer_Customer Support/Retail

Maintain the safe operation of the bus station, ensuring drivers and other staff always follow all safety rules. Proactive delivery of exceptional customer service to all BPTC customers, with a comprehensive understanding of services and products.

Sells tickets for bus, both on Go Card and on paper as required

Fully follow Cash Collection and Reconciliation company procedures

Answers inquiries regarding bus schedules, route, and ticket costs, using information provided

Act as cashier for Driver fare collection if required

Help other station staff if needed.

Responds to customer queries and complaints via telephone, face to face, and other methods as appropriate, recording said issues in the relevant system (CRM/other)

To champion safety, highlighting any areas of concern and ensuring safe working practices are adhered to proactively intervening to prevent unsafe actions from occurring, and to assist with the safe co-ordination of buses and vehicles, ensuring that only those which are permitted in the station area are given access.

To proactively deliver an excellent standard of customer service at all times. To use initiative and problem-solving skills to own customer issues ensuring a positive outcome is achieved.

To proactively provide support & assistance to customers, colleagues & driver teams.

To act as a brand ambassador through excellent personal presentation standards and detailed product knowledge.

To effectively communicate information to customers

To be fully competent in the use of the relevant ticketing and operational systems, processes and procedures necessary to fulfil the role.

To liaise with customers & colleagues from BPTC about service updates & disruption.

To work collaboratively as part of a team to create a positive work culture through constant communication, integrity, positive energy and pride.

Should the role requirements and responsibilities change, then these will be reviewed and amended in consultation with the individual

The role requires the individual to actively follow BPTC policies including Drug and Alcohol and Equal Opportunities policies

To carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department

To assist with the oversight of any contracting staff at the station carrying out construction or remedial work and report any instances of unsafe working.

Requirements

Intermediate or secondary level education with either academic or vocational qualifications advantageous. Ideally, further level education

Public or other transportation experience an advantage

Arabic or Hindi with good use of English language

A proactive want to help attitude

Experience of delivering excellent customer service in a fast-paced working environment

Experience of working as part of a team and independently

A confident communicator with excellent people skills and the ability to put people at ease

Work will involve standing and/or sitting for long periods of time due to customer demands

The ability to work shift patterns including weekends and National holidays. Working overtime to meet business demands.