Customer Service Agent

JOB PURPOSE:

The Customer Service agent is responsible for selling tickets/subscriptions, welcoming, advising customers and accompanying them during the purchasing process. Prospecting for customers and managing customer movements in front of the sales office. Providing after-sales service to customers.

RESPONSIBILITIES/DUTIES

• Responsible for managing the accounts, tickets, and other products in his account.
• Ensure the full payment of all sums collected during the shift
• Follow instructions and guidelines provided by Customer Service management.
• Maintain a positive, empathetic, and professional attitude when interacting with customers at all times.
• Respond to customer inquiries promptly and effectively.
• In cases of overcrowding at sales points, take proactive steps to organize queues and ensure smooth, efficient service.
• Acknowledge and resolve customer complaints in a professional manner.
• Possess in-depth knowledge of products to confidently answer customer questions.
• Advise customers on the products that best meet their needs.
• Process orders, forms, applications, and requests accurately and efficiently.
• Keep records of customer interactions, transactions, comments, and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.
• Ensure customer satisfaction by delivering high-quality and professional support.
• Welcoming and supporting people with reduced mobility in a welcoming manner.

Correct use of equipment and tools

• Appropriate uniform and appearance according to customer service policy.
• Greet customers professionally and assist them in reaching their destinations.
• Monitor and ensure the proper functioning of ticket office machines and subscription devices.
• Check tickets, subscription cards, and cash stock at the beginning and end of each shift.
• Issue, renew, and correctly process tickets and subscriptions, ensuring accurate transactions and preventing errors.
• Ensure accurate handling and documentation of cash, including counting, sorting, and reporting discrepancies.
• Communicate any relevant instructions to colleagues on subsequent shifts and report any deficiencies or emergency issues to the appropriate manager, following the administrative hierarchy.
• Match fingerprint attendance with the attendance book and adhere to the company's dress code policy.
• Perform any additional duties assigned by the zone manager.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

• Min. Vocational Diploma or any suitable educational level.

KNOWLEDGE:

• Basic knowledge of customer service.

EXPERIENCE:

• Relevant experience in customer service or retail.

DESIRED BEHAVIORS & EXPERIENCES

• Ability to handle stress and critical situations.
• Ability to work as a part of a team.
• Ability to Work under pressure.
• Attentive to details.
• Basic knowledge of computer tools.
• Flexibility to work on shift patterns based on the roster.
• Good communication skills, both written and oral.
• Ability to remain calm, speak softly and express themselves clearly and effectively, especially in difficult situations.
• System oriented.
• Customer-oriented, able to anticipate, understand, react to situations, and satisfy customer needs.
• Proactivity in identifying and solving problems.

Develop a cooperative relationship with internal and external contact people.

• Demonstrates rigor in the execution and application of instructions and procedures. strictly adhere to rules of conduct and procedures.