Passenger Service Agent

7 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia الخطوط الحديدية السعودية Full time
Roles and responsibilities

. Customer Service and Assistance:

  • Passenger Support: Assist passengers with boarding, disembarking, and finding their seats. Provide information on routes, schedules, and facilities available.
  • Answer Questions: Address passenger inquiries about travel times, delays, transfers, or any other travel-related concerns.
  • Special Assistance: Provide additional help to passengers with disabilities, elderly passengers, or those with special needs (e.g., assisting with luggage, guiding them to seats, or helping with mobility aids).
  • Ensure Comfort: Ensure passengers are comfortable during the journey by adjusting heating, cooling, or lighting, and attending to any needs like offering blankets, water, or refreshments.

2. Safety and Security:

  • Safety Briefings: Provide passengers with safety instructions at the beginning of the journey, explaining emergency procedures, seatbelt usage, and exits.
  • Monitor Passenger Behavior: Ensure that passengers follow the rules and regulations of the transport system, such as seatbelt use, no smoking policies, and appropriate behavior.
  • Emergency Response: Be prepared to handle emergency situations, including guiding passengers in case of evacuation, administering first aid if needed, and reporting any security issues to the appropriate authorities.
  • Monitor Equipment and Environment: Ensure that safety equipment, such as emergency exits, fire extinguishers, and seatbelts, is accessible and functioning properly.

3. Ticketing and Boarding:

  • Ticket Verification: Check and validate passenger tickets, passes, or boarding cards, ensuring proper fare collection and compliance with travel policies.
  • Boarding Assistance: Assist passengers during boarding, ensuring smooth and timely entry and exit from the vehicle (train, bus, or plane).
  • Manage Seating: Help passengers find their assigned seats or assist in rearranging seating arrangements, if necessary, to accommodate special needs or requests.

4. Passenger Comfort and Engagement:

  • Provide Amenities: Ensure that amenities such as Wi-Fi, reading materials, refreshments, or entertainment systems are available and functioning for passenger use.
  • Customer Feedback: Solicit feedback from passengers on their travel experience and provide it to the relevant departments for service improvement.
  • Manage Delays or Issues: In the event of delays or disruptions, communicate proactively with passengers, explain the situation, and provide alternative solutions, such as rebooking or offering refreshments.
Desired candidate profile
  • Strong Communication Skills: Excellent verbal communication skills are essential for interacting with passengers, addressing their concerns, and providing information.
  • Customer Service Orientation: A friendly and helpful attitude with the ability to handle complaints and provide solutions in a calm and professional manner.
  • Multitasking Abilities: Ability to manage multiple tasks, such as assisting passengers, ensuring safety, and providing information, all while maintaining a high level of service.
  • Problem-Solving: Quick thinking and the ability to handle emergencies, disruptions, or passenger complaints effectively.
  • Attention to Detail: Ensuring that safety protocols, schedules, and comfort measures are followed and that all needs are met for passengers.
  • Cultural Sensitivity: Understanding and respecting the diverse backgrounds of passengers and providing services in a manner that is considerate and inclusive.
  • Physical Stamina: Ability to stand or walk for long periods, assist passengers with luggage, and respond to emergencies when necessary.

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