Job Description

The Customer Service Supervisor will sit within the Operation Services Team to support in developing and implementing project work plans for continuous project execution and delivery of customer service improvement within the Passenger Services Department.

Main Responsibilities:

Strategic

1. Develop and implement project work plans and review as appropriate to meet changing needs and requirements.

2. Study the trend of customer feedback/complaints and set improvement actions based on business requirements and standard policies and procedures.

3. Creation and submission of quarterly reports on customer service performance rates which can or may be shared with the client based on the requirement.

4. Setting goals and delivery of Passenger Etiquette Campaigns by incorporating passenger behavior trends.

5. Comply with all Keolis-MHI Policies and Standard Operating Procedures and all local regional or contract-related policies and procedures.

Financial

1. Reduce cost and support in the improvement of customer-related products, Metro Network Signage, RTA Survey, and other assigned tasks.

2. Participate actively as a project team member to improve department efficiency, reduce costs, and assist in the improvement of products through customer experiences.

3. Supervise and initiate procurement activities when required.

4. Support cost-saving initiatives and delivery of agreed process improvements.

Stakeholder / Customer

1. Establish and maintain effective internal and external working relationships, participating (when required) in external organizations and sector projects.

2. Support in developing and maintaining relations with clients, as required, establishing correct interfaces and presenting professional image.

3. Ensure compliance with all training requirements of Keolis-MHI and always adhere to these requirements while in employment.

4. Meet and elevate the KPI contractual agreement.

Operational

1. Act as "Events Coordinator" to ensure that the special event plan is followed and implemented accordingly as instructed by the Head of Passenger Services / Senior Manager of Customer Happiness.

2. Plan, identify risks, review, and formulate action plans and report progress of specific tasks/assignments given by the Head of Passenger Service.

3. Lead in passenger and staff engagement activities and ensure completion as per the set target date of project delivery and manage logistical requirements to ensure project delivery.

4. Contribute to the achievement of the Key Performance Indicators according to the targets agreed with the Head of Passenger Services.

Capability / People

1. Perform and carry out duties as instructed by the Senior Manager Customer Happiness and work closely with the Operation service manager and Passenger Service Managers to identify and define project requirements within the department.

2. Develop training materials based on recent business trends in customer service areas and contribute to the overall improvement of customer-related surveys and reduction of customer complaints.

3. Carry out training sessions or focus groups to develop and implement newly improved strategies to reduce customer complaints and maintain customer service accreditation.

4. Understand and support the annual Performance Review Database gathering and present the required information to relevant Line Managers.