Customer Service Officer

at BPTC (view profile)
Location Isa Town, Bahrain
Date Posted November 25, 2019
Category Staff
Job Type Full-time


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.


Key Accountabilities

  • 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.
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