Customer Service Manager

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Employer - Mercans
Category
Job Description


We are searching for experienced Customer Service Managers to work in Riyadh for our client providing Operations & Maintenance on the biggest greenfield transport project in the region.
Industry: Transport
Employment Type: Full-time
Location: Saudi Arabia (Riyadh)
Expected Start Date: as soon as possible
Job Purpose:
To manage the Station customer service teams and contractors (e.g. FM Contractor) to deliver the daily plan that contributes to meeting annual targets for the following KPIs:
Passenger Satisfaction
Complaints per 100,000 boarding
Satisfaction with the Ticket Office
Permanent passenger information at stations
Revenue security
Qualification:
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
Experience:
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
Responsibilities
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.
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
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
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
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 des


Location - Saudi Arabia
Date Posted - 14 Oct 2019
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