Key Responsibilities

o To achieve the operational performance targets set for the Gautrain for customer feedback and customer communications
o To lead and manage the customer service information officers
o To ensure part of the interface with the feeder /Bus distribution system
o To liaise with relevant government bodies and third parties in respect of co-ordination for public events and in all matters of customer service

Qualifications and Experience

o Matric
o Relevant communication and customer services
o Tertiary qualification essential
o Business degree would be an advantage
o Customer relationship skills
o Communication skills
o Computer literacy skills
o Fluent in English (written and verbal)
o At least 5 years relevant experience, dealing with customers in a customer service centre environment
o Experience in the railway environment is advantageous

Inherent Job Requirements

o Possess analytical and critical ability
o Ability to communicate with staff of all levels
o Team player
o Possess leadership quality
o Ability to delegate, supervise and control
o Ability to prepare and present reports (written and verbal)
o Ability to work calmly under pressure with a small team
o Ability to work to tight deadlines

Job description

o Manage the internal and external communication of BOC
o Communications liaison BOC/BCC/GMA/SPG
o Develop plans and strategies to continually improve upon the standard of the customer query desk
o Investigate customers complains and provide appropriate responses
o Develop and manage the digital stations passenger information strategy
o Manage the digital passenger information database
o Manage the passenger information signage at stations (way-finding, statutory and general information)
o Develop annual budget, follow monthly the adherence to the planned budget
o Monitor and manage station activations in line with BOC’s safety and operations standard
o Provide guidance to subordinates in the course of their work and ensure achievement of business unit objectives
o Manage the customer services query desk
o Management of disruption communication to BCC and province (having access to the OCC to monitor and communicate disruptions and/or delays that might hinder passenger travel)
o Management of pre-recorded and live disruption messages during disruption with OCC manager
o Update CSIO training manuals
o Create CSIO refresher training manuals
o Perform CSIO refresher training
o Instil and promote team spirit amongst the team and motivate staff to participate in productivity-related activities such
o Co-ordinator staff wellness activities, suggestion schemes and rewards program
o Plan, implement and manage internal communication programmes and campaigns
o Prepare and distribute all internal communications
o Produce the internal BOC newsletter
o Develop and maintain the company’s intranet website
o Produce the monthly customer services report