Customer Support Officer ( Job Code : OF03)

at Bahrain Public Transport Company
Location Isa Town, Bahrain
Date Posted March 7, 2021
Category Staff
Job Type Full-time
Email Address
Nationality INDIAN



To work using own initiative and collaboratively with colleagues to resolve customer problems, proactive delivery of exceptional customer service to all BPTC customers, with a comprehensive understanding of services and products. Maintain the safe operation of the bus station and operational issues ensuring a positive outcome is achieved and to help the business to enhance service delivery.

 Key Accountabilities

  • 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
  • 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.
  • Liaise with other departments to enable the smooth operation of the BPTC bus network.
  • 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 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.

Experience Knowledge & Qualification Required

  • Previous experience in a similar position required
  • College or Diploma level education with either academic or vocational qualifications advantageous
  • Meets the required levels of customer service, with ‘want to help’ proactive attitude
  • Must adopt a flexible approach to working hours
  • Excellent interpersonal skills and the ability to communicate professionally, both verbally and in writing
  • Strong communicator who role models Company values
  • Assertive and diplomatic, excellent communication, negotiation and influencing skills
  • High levels of personal presentation and report writing skills, computer skills an advantage
  • Ability to demonstrate sound decision making capability, prioritise and plan in the face of conflicting demands
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