Station Controller
Serco Dubai Metro
Total years of experience :12 years, 3 Months
• Liaise with Train Controller and Train Crew Team Leader to ensure availability of train and train crew to cater for unexpected events.
• Responding to Degraded and Emergency Operation by following the SOP.
• Implement crowd control in case of overcrowding
• Maintaining the KPI of the station through proper station Inspection.
• Direct security staff to respond and deal with incidents and events on the system and communicate with other frontline staff (particularly Station Masters) of security events on the System.
•Report incidents or events that impact on safety and/or service performance to the Duty Manager in a timely manner
• Assist Train Controllers by organizing external communications
•Alert and inform the OCC Duty Manager of security incidents on the system.
• Inform the Duty Manager of any vehicle problems and other operational deviations
• Part of the in-store training team responsible
• Recommended products based on customer needs and desired answered questions regarding products
• Maintained knowledge of sales promotions, store policies and security practices.
• Provided knowledgeable, honest and superior customer service.
• Prepared sales slips and contracts arranged delivery and facilitated special requests and orders.
Support and provide a superior service. Handling customers’ complains. Arranging with the customers the delivery, place and best timing for their shipments. Review analysis reports with customers. Resolve specific disputes or provide advice on technical issues with customers. Complete and manage inventory of all on-hold shipments. Support the supervisor with the practical experience and knowledge in daily activities. Assist with resolution of the trace files where the problems specifically. related to customs issues to support the prompt resolution of the files. Ensure global service excellence by achieving productivity. Other duties as assigned.
o Tracking inventory o Generating daily, weekly and monthly reports for sales and stock o Efficiently manage the flow of orders and deliveries of/to customers. o Assist in the generation and implementation of Marketing and Sales tools and materials o Other duties as assigned. Software o Responsible for AS400 system in the tasks of sales and stock. o Managing and reviewing customers' orders on Microsoft CRM.
o Support and provide superior service via phones, e-mails and faxes as a receiver and caller o Use questioning and listening skills that support effective telephone communication. o Use an effective approach to handle special telephone tasks like, call backs and holds. o Understand the impact of attitude in handling calls professionally. o Effectively deal with job stress, angry callers, and upset customers. o Use the most appropriate way to communicate with different behavior types on the telephone. o Apply appropriate actions to effectively control a telephone call. o Identify voice skills and how to enhance a good telephone presentation.