Customer Support Services Agent

2 weeks ago

Cape Town, Western Cape, South Africa AFMS Group (Pty) Ltd Full time
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 Clients 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 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

People and Management Skill
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

Additional Responsibilities and Skills
The employee acknowledges that all duties performed will reflect on the brand and will directly impact the business as well as product provided. The employee will always thus act in a professional manner and ensure necessary steps are taken to mitigate

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 required.

Interested? Submit your CV now.
 
All vacancies advertised by AFMS Group are in full adherence to South African labour legislation, including the Employment Equity Act, Labour Relations Act, and Basic Conditions of Employment Act.
 
We strive to create an inclusive workplace that values diversity and welcomes applications from all qualified individuals, regardless of race, gender, disability, or any other protected characteristic.
 
Our recruitment process is fair and equitable, focusing on the qualifications, skills, and experience that are relevant to each role. We ensure that all candidates are treated equally, and no discrimination will be tolerated.
 
By submitting your application, you consent to the processing of your personal information in accordance with the Protection of Personal Information Act 2014 (POPIA) for recruitment and hiring purposes.
 
For information on AFMS Group, including more information on our company culture, visit our website at

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