Customer Support Services Agent

Afms Group (Pty) Ltd; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A transport service provider in Cape Town seeks individuals for customer service roles to manage passenger interactions, ensure compliance with procedures, and enhance customer relationships. Applicants should have a Grade 12 qualification and relevant experience in customer service. The organization values diversity and adheres to South African labor legislation.

Qualifications

• Good knowledge of all Clients products.
• Previous experience in a customer relationship environment.
• Interactive personality with the ability to communicate with diverse groups.

Responsibilities

• Inform customers of route and timetable information.
• Monitor fare evasion and fraud control.
• Provide MyConnect Card product information.

Skills

Customer relationship skills

Computer literacy

Good communication skills

Attention to detail

People and management skills

Education

Grade 12

Job description

Key Accountabilities / Principle Responsibilities

Ensure that all station staff carry out and perform their duties strictly in accordance with the contracts Quality Management System encompassing :

• The Clients Rules
• Customer Relations
• Cash Management Procedures
• Passenger Management Procedures
• Security Procedures
• Cleaning Procedures
• Health and Safety Procedures

PRIMARY DUTIES

Comply with start-of-shift, break-in-shift and end-of-shift utilising the biometrics system and hard copy timesheet procedures and systems

Inform customers of route, timetable and fare system information

Distribute public information communication material

Assist universal access passengers

Be polite and always display a passenger friendly attitude (even when not on shift and in uniform)

Comply with and implement all tasks and procedures as detailed in the Passenger Management Procedures Protocols :

Monitor fare evasion and fraud control

Clear busses during service and events

Ensure that cards of all passengers are checked and valid

Ensure effective gate control

Register complaints and record incidents in the security occurrence book and report item to the station co-ordinator

Recording of passenger numbers when required

Provide MyConnect Card product information and knowledge on how the system works

Wayfinding to key destinations in the vicinity of the Stations and stops

Queue management at kiosks

All other transport related relevant information such as links to other public transport services such as rail

Operate sliding doors and ensure that its closed when no services are at the station / platform

Responsible for passenger queues and layout of barriers in compliance with OHS

Always adhere to the prescribed uniform code and name tags

Ensure working areas are kept neat and tidy

Ensure that handover takes place at end of shift

HSEQ compliance, awareness, and checklists

Comply with all instructions and requests from station management and supervisors

SECONDARY DUTIES

Multi skilled to provide cashier and validator services

Assist with special events and monitor crowd control

Monitor tap-in and tap-out at entry and exit gates

Co-ordinate operational equipment such as, loud hailers, counters and radios if and when required.

Any duties as requested by the management from time to time to ensure no disruptions to operations

Key Skills and Experience

Grade 12

Good knowledge of all Clients products

Previous experience in a customer relationship environment

Computer literacy

Understand the importance of good customer relationship skills

People and Management Skill

Excellent customer care skills

Good communication skills in both written and verbal format

Interactive personality with the ability to communicate with diverse groups of people across all levels

Good attention to detail

Take ownership of tasks

Calm disposition

Additional Responsibilities and Skills

The employee acknowledges that all duties performed will reflect on the brand and will directly impact the business as well as product provided.

The employee will always thus act in a professional manner and ensure necessary steps are taken to mitigate

It should be noted that for operational reasons, it may be necessary for you to perform tasks other than those described herein from time to time.

Prescribed procedures may be amended by management as and when required.

Interested?

Submit your CV now.

All vacancies advertised by AFMS Group are in full adherence to South African labour legislation, including the Employment Equity Act, Labour Relations Act, and Basic Conditions of Employment Act.

We strive to create an inclusive workplace that values diversity and welcomes applications from all qualified individuals, regardless of race, gender, disability, or any other protected characteristic.

Our recruitment process is fair and equitable, focusing on the qualifications, skills, and experience that are relevant to each role.

We ensure that all candidates are treated equally, and no discrimination will be tolerated.

By submitting your application, you consent to the processing of your personal information in accordance with the Protection of Personal Information Act (POPIA) for recruitment and hiring purposes.

For information on AFMS Group, including more information on our company culture, visit our website at