Customer Service Supervisor

JOB PURPOSE:

The Customer Service Supervisor is responsible for overseeing station-level customer service and ticketing operations in alignment with the Customer Service Manager and Customer Service Lead. The role ensures consistent, compliant, and customer-focused delivery of frontline services while supporting revenue generation, operational discipline, cash control standards, and a safe, positive passenger experience.

This position supervises daily counter and passenger service activities, enforces operational procedures, safeguards cash integrity, and monitors KPIs to ensure effective station operations.

RESPONSIBILITIES/DUTIES

Team Leadership & Supervision

• Lead, supervise, and motivate a team of Sr Customer Service Agents and Customer Service Agents.
• Allocate staff effectively to operational positions (Ticket Office, TVM, gates) to maintain smooth station operations.
• Monitor staff performance, provide feedback, and implement corrective measures as needed.
• Mentor and support new hires to ensure knowledge transfer and consistent service delivery.
• Conduct team briefings and shift handovers to communicate priorities, operational updates, and performance expectations.
• Monitor resolution of complex or escalated customer complaints, intervening as necessary and providing feedback to the Customer Service Lead.
• Ensure People of Determination (POD) and vulnerable passengers receive appropriate assistance.
• Monitor daily, weekly, and monthly KPIs for assigned customer service teams.
• Escalate persistent underperformance to the Customer Service Lead.

Sales Operations & Revenue Assurance

• Monitor cash handling and fines procedures; ensure compliance with company policies.
• Review and verify custody and revenue across all stations in the designated zone.
• Ensure daily cash deliveries are completed on time, with accurate documentation.
• Support digital cash handling initiatives (POS machines) to reduce cash risks and avoid coin shortages, coordinate with the Customer Service Lead in case of emergency shortages.
• Coordinate with the revenue team to ensure availability of tickets, coins, cards, and receipts.
• Ensure proper cash management at all sales points, including float management, secure storage, reconciliation, and variance reporting.
• Monitor the operation of ticketing, subscription management, and end-of-shift cash reconciliations.

Ticket Vending Machine (TVM) Operations & Support

• Supervise Sr Customer Service Agents in assisting passengers with TVM usage to minimize queues.
• Ensure initial and end-of-shift TVM checks are conducted to maintain operational readiness.
• Oversee basic troubleshooting, including ticket/card shortages, ticket roll replacement, clearing jams, and approved system resets.
• Monitor recurring TVM failures or technical issues and escalate critical matters to station management or technical teams.
• Ensure compliance with TVM cash collection and reconciliation procedures; verify documentation of issues and interventions.
• Communicate operational updates regarding TVM downtime or reduced functionality to management and guide agents on passenger communication.
• Train and mentor agents in proper TVM operation, troubleshooting, and customer guidance.
• Take responsibility for escalated TVM issues unresolved by agents.

Queue & Crowd Management

• Supervise staff in organizing customer queues during peak hours, high-traffic periods, and special events.
• Monitor passenger flow at ticket offices, gates, concourses, and access points to ensure safe and orderly movement.
• Identify and intervene in situations that could lead to congestion, delays, or safety risks.
• Act as the point of escalation for crowd-related challenges.
• Ensure agents communicate queue procedures, waiting times, and service updates effectively.
• Provide coaching and training to agents on queue management, crowd control, and passenger communication best practices.

Administrative & Record-Keeping

• Supervise Sr Customer Service Agents in processing customer requests, applications, and service forms accurately and efficiently.
• Oversee maintenance of logs for customer interactions, transactions, complaints, and service issues.
• Review and approve operational updates, pass-on notes, and shift reports to ensure smooth handovers.
• Conduct periodic audits of administrative records to verify accuracy and adherence to company policies.
• Ensure compliance with attendance policies, uniform standards, and professional appearance.
• Identify opportunities for improving administrative processes to enhance efficiency and service quality.

Internal Coordination & Operational Support

• Supervise staff in supporting the Station Master Office for non-safety-critical administrative tasks.
• Ensure proper recording and communication of shift instructions for smooth handovers.
• Ensure timely reporting of operational deficiencies, emergencies, or incidents through the proper chain of command.
• Verify fingerprint attendance records against actual attendance.
• Provide coaching on operational procedures, record-keeping, and internal coordination protocols.

Passenger Experience & Customer Relations

• Investigate and resolve mid-to-high-level customer complaints professionally and promptly.
• Support complex case handling and escalate critical issues to the Customer Service Manager as needed.
• Maintain accurate complaint records and follow-up actions.
• Support implementation of corrective action plans.
• Ensure staff consistently apply RDMC’s customer service standards.
• Assist with onboarding and training of new customer service staff.
• Support coordination during service disruptions or special events.

Safety Responsibilities

• Ensure Sr Customer Service Agents comply with RDMC RQHSE policies and the Safety Management System.
• Monitor the station for unsafe conditions, security incidents, or environmental hazards, and report promptly.
• Model best practices in safety, security, and environmental protection.
• Intervene appropriately in cases of safety, security, or environmental violations.
• Provide coaching and training to agents on safety procedures, emergency response, and risk mitigation.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Commerce, Transport Management, or a related field.
• Additional certification in Customer Experience, Service Excellence, or Operations Management is preferred.
• Fluent in Arabic and English (written and spoken); knowledge of French is an advantage.

KNOWLEDGE:

• Strong understanding of customer service operations in high-volume transport environments (railway/metro preferred).
• Knowledge of ticketing systems, cash-handling procedures, and fraud-prevention practices.
• Familiarity with KPI management, performance dashboards, and data-driven decision-making.
• Solid knowledge of coaching methodologies, competency frameworks, and adult-learning principles.
• Understanding of passenger-flow management and station operational dynamics.
• Awareness of safety standards and regulatory requirements related to frontline operations.
• Proficiency in MS Office (Excel, Word, PowerPoint); knowledge of CRM or ticketing platforms is a plus.

EXPERIENCE:

• 5–7 years of progressively responsible experience in customer service or transport operations.
• Minimum 2–3 years of supervisory or managerial experience leading frontline teams.
• Proven experience managing ticketing operations, cash-handling controls, and revenue-related compliance.
• Experience in staff evaluation, coaching, disciplinary processes, and performance improvement programs.

DESIRED BEHAVIORS & EXPERIENCES

• Customer-Centric Mindset: Consistently prioritizes passenger needs and delivers a positive, professional customer experience across all interactions.
• Leadership & Accountability: Demonstrates strong team leadership by motivating staff, providing constructive feedback, and taking responsibility for team performance and operational outcomes.
• Integrity & Compliance: Upholds company policies, procedures, and ethical standards, ensuring accurate reporting, cash handling, and adherence to safety regulations.
• Problem-Solving & Decision-Making: Proactively identifies operational issues, evaluates options, and implements timely, effective solutions, particularly in high-pressure or escalated situations.
• Collaboration & Communication: Effectively communicates with team members, peers, and management; fosters cooperation across departments and ensures smooth internal coordination.
• Continuous Improvement: Actively seeks opportunities to optimize processes, enhance service delivery, and implement best practices.
• Adaptability & Resilience: Maintains composure, focus, and effectiveness in dynamic, high-volume, and potentially disruptive operational environments.
• Safety & Risk Awareness: Models and enforces safety, security, and environmental standards, encouraging a proactive safety culture among the team.