Job Description

Applications are invited for 160 Passenger Service Officer positions.

Passenger Service Officers will provide safe, courteous and efficient customer service to passengers across stations, terminals and buses.

The role involves assisting passengers during boarding and alighting, providing accurate route and fare information, supporting ticketing and fare compliance, managing passenger queues, responding to inquiries and complaints, maintaining safety and order, and assisting during incidents, delays and emergencies.

The overall objective is to ensure passengers receive a safe, professional and positive travel experience.

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AVAILABLE VACANCIES

Passenger Service Officer – 160 Posts

👥 Number of Positions: 160

QUALIFICATIONS

Applicants should possess a Certificate, Diploma or Bachelor's Degree in a relevant field from a recognized institution.

Relevant qualifications may include:

• Customer Service.
• Transport and Logistics.
• Business Administration.
• Public Relations.
• Hospitality.
• Other related fields.

The supplied vacancy does not specify a minimum number of years of previous work experience.

DUTIES & RESPONSIBILITIES

Passenger Service Officers will be responsible for:

• Welcoming and assisting passengers at stations, terminals and on buses in a friendly and professional manner.
• Assisting passengers during boarding and alighting.
• Providing special assistance to elderly passengers, children, persons with disabilities and other passengers requiring additional support.
• Providing accurate information about routes, schedules, fares, connections and transfers.
• Assisting passengers with ticketing machines.
• Helping passengers use smart cards and other fare-payment systems.
• Monitoring and supporting compliance with fare-payment requirements.
• Promoting orderly and safe passenger boarding and alighting.
• Supporting crowd management.
• Maintaining platform and passenger safety.
• Responding professionally and respectfully to passenger inquiries.
• Handling passenger complaints and service-related concerns with empathy.
• Identifying and documenting incidents.
• Reporting lost-and-found items.
• Reporting passenger misconduct.
• Reporting unusual occurrences.
• Maintaining cleanliness and basic order within assigned stations, terminals and service areas.
• Helping maintain a welcoming passenger environment.
• Maintaining accurate daily records.
• Preparing reports covering activities, passenger feedback, incidents and other relevant observations.
• Supporting enforcement of passenger-conduct requirements.
• Supporting safety and fare-compliance procedures.
• Demonstrating courtesy, patience and professionalism at all times.

CUSTOMER SERVICE RESPONSIBILITIES

The role requires regular interaction with members of the public.

Passenger Service Officers will be expected to support passengers with:

🎫 Ticketing & Fare Payments
🚌 Boarding & Alighting
🗺️ Routes & Schedules
💳 Smart Cards & Fare Systems
♿ Special Passenger Assistance
👥 Queue & Crowd Management
📢 Passenger Information
🤝 Customer Complaints & Inquiries
⚠️ Incidents & Emergencies
📝 Daily Records & Reporting

KEY COMPETENCIES

Based on the stated duties, the position requires Passenger Service Officers to consistently demonstrate:

• Courtesy.
• Patience.
• Professionalism.
• Excellent customer service.
• Respectful passenger interaction.
• Empathy when handling passenger concerns.
• Attention to passenger safety.
• Ability to maintain accurate records.
• Ability to follow established procedures.

SALARY

Salary Grade: GRADE 4

The actual monetary salary amount is not specified in the vacancy information provided.