Customer Service jobs in Singapore

Company description:

SMRT Trains Ltd was incorporated in 1987 and operates Singapore's first mass rapid transit system. Today, we manage and operate train services on the North-South Line, East-West Line, the Circle Line, the Thomson-East Coast Line, and the Bukit Panjang Light Rail Transit. With over 5,000 employees, more than 250 trains, and 141 km of rail tracks across 108 stations, we serve millions of commuters daily.

We have set our core values to be Integrity, Service & Safety and Excellence. SMRT is committed to provide safe, reliable and comfortable service for our commuters.

Assistant Station Manager works in a fast-paced and customer-facing environment and possesses a service-oriented mindset and pleasant disposition. He is able to multi-task effectively when responding to station operation requirements.

Station Duties
Assistant Station Manager supports the day-to-day station operations. These include preparing the station for rail service, ensuring safety and security of station premises, providing ticketing and fare related services. He/She monitors commuter flow and manages crowds during peak hours and/or during service degradation. He/She will also provide first aid as part of Emergency Response Team when required. He/she also manages access to the station and assists in track access and procession by maintenance teams and/or service providers.

Train Duties
Assistant Station Manager supports day-to-day train operations. These include preparing the Trains for service, conducting safety and security checks, performing first-line recovery of train and equipment malfunctions, and serving as an emergency train operator. He/She will man the Passenger Vehicle (PV), handle PV defects, and drive the PV.

The Assistant Station Manager is responsible to:

• Man or drive the PV according to duty roster plan and when assigned by supervisors.
• Coordinate and respond to all emergency situations in the train with instruction from Operations Control Centre (OCC).
• Conducting security patrol in the train and reporting faults and abnormalities discovered to OCC.
• Handle and process transactions for passenger (e.g. problem cards, upgrades).
• Ensures passenger safety and takes remedial action when necessary (e.g. no overcrowding at escalator landing area).
• Assists passengers in travelling in our system (e.g. purchasing of ticket, ticket problem, giving direction, enquiries on fares etc).
• Assists SM to perform administrative duties (e.g. upkeep logbooks, station files and circulars etc).
• Ensure the opening and closing of the station according to the appropriate timetable.
• Handles all train and station incidents and emergencies (e.g. accident, assault and train related fault/alarm etc).
• Be part of Company Emergency Response Team where one is expected to undergo CERT course
• Responsible for their own as well as their Team's Safety. Staff shall uphold the CCL Safety Mission and 3 principles to complete tasks, perform duties, fulfil the goals of the organization, and adhere to the individual roles and responsibilities.

• NITEC/ Higher NITEC with Engineering background.
• Work on three rotating shift including weekends and public holidays.
• Ability to differentiate all colours (as not all indicators are accessible).
• Participate in exercises with internal or external agencies when required.
• Experience in frontline customer service working is preferred.

Technical skills include:

• Basic computer literacy.

Generic skills include:

• Customer-service oriented.
• Likes to work with people of all levels.
• Committed and has passion for work.
• Positive and open mind-set.
• Meticulous and alert.
• Ability to take initiative to make changes for better organization efficiency and effectiveness.
• Ability to work independently and be a good team player.
• Ability to work under stress and pressure.
• Ability to communicate effectively and clearly.
• Effective interpersonal skills.
• Proficient in English and preferably in one other official language.

Successful candidates will undergo a structured training programme to be equipped with the necessary knowledge and skills to perform the duty of an Assistant Station Manager. Subject to operational demands, training may be conducted in two phases. Upon completion of phase 1 training (train modules), staff may be deployed to perform train-manning duty first. Thereafter, staff will complete phase 2 training (station modules) to qualify them as full-fledged Assistant Station Manager.