Passenger Service Officer (160 Posts) at DART Phase II

Job description

Passenger Service Officers are responsible for providing safe, courteous, and efficient customer service to passengers across stations, terminals, and buses. The role involves assisting passengers with boarding and alighting, providing route and fare information, supporting ticketing and fare compliance, managing passenger queues, handling inquiries and complaints, maintaining safety and order, and responding effectively to incidents, delays, and emergencies while ensuring a positive passenger experience. QUALIFICATIONS Applicants should possess a Certificate, Diploma, or Bachelor’s Degree in a relevant field from a recognized institution. Relevant qualifications may include: Customer Service Transport and Logistics Business Administration Public Relations Hospitality Other related fields DUTIES & RESPONSIBILITIES To welcome and assist passengers at stations, terminals, and on buses in a friendly and professional manner. To provide special assistance to elderly passengers, children, persons with disabilities, and other passengers requiring support during boarding and alighting. To provide passengers with accurate information regarding routes, schedules, fares, connections, and transfers. To assist passengers in using ticketing machines, smart cards, and other fare payment systems. To monitor and support compliance with fare payment requirements in accordance with company procedures. To promote orderly and safe boarding and alighting of passengers. To support crowd management and maintain platform and passenger safety. To respond to passenger inquiries, complaints, and service-related concerns in a professional, respectful, and empathetic manner. To identify, document, and report incidents, lost and found items, passenger misconduct, and other unusual occurrences. To maintain cleanliness, basic order, and a welcoming environment within assigned stations, terminals, or service areas. To maintain accurate daily records and submit reports covering activities, passenger feedback, incidents, and other relevant observations. To assist in enforcing passenger conduct, safety, and fare compliance requirements in accordance with established procedures. To promote a positive passenger experience by demonstrating courtesy, patience, professionalism, and excellent customer service at all times. SALARY GRADE Grade 4