Passenger Service Officers – 160 Posts at MOFAT

 

PASSENGER SERVICE OFFICER

Job Summary

Passenger Service Officers is responsible for providing safe, courteous, and efficient customer service to passengers across stations, terminals, and buses. The role involves assisting passengers with boarding and alighting, providing route and fare information, supporting ticketing and fare compliance, managing passenger queues, handling inquiries and complaints, maintaining safety and order, to respond effectively to incidents, delays, and emergencies while ensuring a positive passenger experience.

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, or other related fields.

Duties & Responsibilities

_To welcome and assist passengers at stations, terminals, and on buses in a friendly and professional manner.

_To provide special assistance to elderly passengers, children, persons with disabilities, and other passengers requiring support during boarding and alighting.

_To provide passengers with accurate information regarding routes, schedules, fares, connections, and transfers.

_To assist passengers in using ticketing machines, smart cards, and other fare payment systems.

_To monitor and support compliance with fare payment requirements in accordance with company procedures.

_To promote orderly and safe boarding and alighting of passengers.

_To support crowd management and maintain platform and passenger safety.

_To respond to passenger inquiries, complaints, and service-related concerns in a professional, respectful, and empathetic manner.

 

 

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_To identify, document, and report incidents, lost and found items, passenger misconduct, and other unusual occurrences.

_To maintain cleanliness, basic order, and a welcoming environment within assigned stations, terminals, or service areas.

_To maintain accurate daily records and submit reports covering activities, passenger feedback, incidents, and other relevant observations.

_To assist in enforcing passenger conduct, safety, and fare compliance requirements in accordance with established procedures.

_To promote a positive passenger experience by demonstrating courtesy, patience, professionalism, and excellent customer service at all times.

Salary Grade

GRADE 4