Customer Service Representative

The purpose of this position is to promote and improve customer service
excellence, handle customers’ complaints and ensure a safe, secure and clean
environment for customers and staff.

MAIN RESPONSIBILITIES Handle the resolution of passenger
complaints/Feedback/Suggestions related to Fine appeals, NOL and general CRM
cases received through the Complaint Resolution Management System. Prioritise
Escalation cases and coordinate with required internal stake holders for final
resolution to avoid SLA breach. Provide clear and accurate resolution within
the stipulated SLA to meet the contractual KPI in turn avoiding financial
penalties to Keolis-MHI. Monitor daily progress of customer communications and
chase relevant parties to close the cases on CRM database within the time
period stipulated in the contract. Work together with the performance team to
ensure that our Key Performance Indicators are met and there are no breaches
to Service Level Agreements. Work together with the RTA customer service team
in order to improve relevant processes and procedures. Liaise with English
speaking and Arabic speaking customers where required. Handle General
Complaints and liaise with the Operations department for required evidences in
matters relating to general complaints/feedback/suggestion resolution. Handle
complex NOL transaction history and work with the Operations/Revenue, Audit
and AFC department to correlate the information and resolve the complex
complaints. Handle Fine appeal cases and liaise with OCC, Operations, and
Revenue Protection department for investigation and resolutions. Analyse
passenger complaints to understand root cause and propose feasible
recommendations that includes short term and long-term action plans from
various departments. Participate in Internal and External (with RTA) Customer
Service Meetings to drive improvement in passenger experience and reduce the
number of complaints. Assist Customer Experience Manager in continuous
improvement of all passenger touch points to provide a smooth passenger
experience. Handle customers’ complaints as per Keolis-Mhi’s contractual
requirements by telephone, email and CRM. Produce daily, weekly and monthly
contractual Customer service reports as required by the management and RTA.
Perform and carry out other duties as instructed / directed by the Assistant
Manager Customer Experience & Planning & Performance Manager. Comply with the
Keolis-MHI Management System and all relevant business processes.
and work instructions to deliver all work with appropriate quality and
governance standards. Maintain security and integrity of all data provided and
created, including reporting performance, finance and customer information
with reference to Keolis-MHI non-disclosure policy. To exercise a personal
duty of care for health, safety and welfare and for those affected by.
their acts or omissions in accordance with SMS GSOP-HSE1-‎6 Keolis-MHI
organisational QHSE responsibilities. Comply with all training requirements of
Keolis-MHI and maintain adherence to these requirements at all times whilst in
employment. Report any accidents, incidents, breaches or potential breaches to
appropriate management.

KEY SKILLS Proficient in spoken and written English Good written and verbal
communication skills and the ability to manage multiple tasks efficiently and
work productively in a fast-paced team-oriented environment. Strong
organisational skills, detail oriented, and the ability to handle multiple
priorities Active listening Attentive to details and able to multitask Good
interpersonal and communications skills at all levels

EXPERIENCES A minimum of ‎3 years of work experience in a relevant field Strong
background in transport or services industry is highly preferable

EDUCATIONNAL QUALIFCATIONS
Ideally a degree holder or higher diploma of post-secondary education in a
related discipline.