customer service representative
Serco
Total years of experience :10 years, 4 Months
• Responding to all train emergencies whenever required
• Operate and control train to transport passengers safely and efficiently
• Inspect trains and equipment regularly to ensure they are in good working condition and report any issues
• Communicate with the control center and other train drivers to provide updates on the status of the train and any potential issues
• Adhere to safety regulations and protocols, including pre-trip inspections, speed limits, and braking procedures
• Collaborate with other team members, to ensure trains operate efficiently and safely
• Driving train in Manual mode Manual Movement of trains in depot area/mainline in both normal and Degraded mode
• Responding to all Major Faults inside train
• Customer service onboard and at station as well
• Book in Book out of contactors inside and outside station premises
• To Conduct Safety security check onboard Train/station
• Train Rescue in all modes
• To perform all major resets onboard train whenever required
• Train Insertion for revenue services
• Train Removal after Revenue services
• Observing all major Faults on board and reporting to Train Controller Accordingly.
• Addressed questions and resolved complaints to provide smooth riding experience.
• Monitor and maintain station operational status and to ensure the safety and
comfort of passenger movement within the tram and station premises
• Assist and mitigate overcrowding on platforms to ensure that passengers flows are managed in an orderly manner
• Provide information on ticket sales and tram services information
• Distribute publicity materials and handle lost property
• Provide safe, reliable, convenient and comfortable tram journeys
• Enforce revenue protection procedures and associated by-laws
• Provide the very best in customer service and information
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints
• Acted as first point of contact for customer issues and queries.
• Delivered consistently excellent customer service to guarantee positive company experiences.
• Adhered strictly to policies and procedures for continued company compliance.
• Managed high-volume customer queries simultaneously through effective multitasking.
•Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits
• Opens customer accounts by recording account information, Maintains customer records by updating account information
• Provide accurate, valid and complete information by using the right methods/tools
• Follow communication procedures, guidelines and policies
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Responsible for maintaining a high level of professionalism with customer and working to establish a positive rapport with every customer.
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