Job Description

Make a difference every day
The Job Opportunity
The Customer Service Representative will deliver a safe, reliable, world class and customer focused station environment and train service.
Key accountabilities Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the station premises. Control and mitigate overcrowding in station and platforms to ensure that passengers flows are managed in an orderly manner. Deliver essential messages to passengers via audio or visual means in a timely, clear and proactive manner. Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of an emergency situation. Provide ticket sales, train services information and respond to passenger enquiries.
What we are looking for in our candidates: A mature, proactive and responsible approach to work with initiative and problem solving capability. Ability to liaise in a professional and persuasive manner with staff at all levels in the organisations. Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment. Good literacy and numeracy skills required for the role.
Specific requirements
Ideally a degree holder or higher diploma of post-secondary education in a related discipline. A minimum of 2 years of experience as frontline staff delivering customer service in a Metro station or equivalent; A minimum of 1 year of experience of driving passengers in a safe manner according to prescribed routes. Preferably a certified passenger train driver.
Working with Serco
At Serco, not only is the nature of the work we do important, everyone has important role to play.
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We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
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By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
We take pride in what we do
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.