Saudi Railway Company
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Passenger Service Assistant

Job Description and Requirements


The purpose of this position is to deliver a safe, reliable, world class and customer focused station environment.



•Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the station premises;

•Provide effective communications and information with internal and external parties in an efficient and timely manner;

•Carry out controlled/uncontrolled/emergency evacuation of passengers;

•Deliver essential messages to passenger via audio or visual means in a timely, clear and proactive manner;

•Render all possible assistance to customers, in particular those with special accessibility needs;

•Meet and greet customers and provide a highly visible and proactive level of customer service;

•Perform shift and emergency duties when required;

•Perform and carry out other duties as instructed / directed by the Station Supervisor and Station Manager;

•When dealing with customers, ensure that matters are handled tactfully and sensitively as appropriate and strictly follow the guidelines, procedures and instructions of the organization;

•Comply fully with procedures and instructions instructed as part of the certified training and instructions;

•Enforce safety procedures and instructions and carry out necessary procedures to ensure the safety of members of the public and employees of the railway;

•Ticketing & Reservation Duties:

•To provide the highest level of service to assist customers with managing their travel plans.

•Sell traveling tickets to passengers in accordance with their requests.

Make reservations and issue tickets for passengers

•Provide tourists with travel information and ticket booking details.

•Responsible for cash management and compliance.

•Operates Ticket office machine and credit card equipment.

•Supports marketing and promotional projects for ticketed events.

•Managing and overseeing cash collection, management and reconciliation in the station when required.

•Reporting faults of ticket vending machine ticket office equipment to station controller.

•Check passenger tickets

•Inform passengers of any changes to train information

•Issue boarding cards

•Offer passengers information on seating arrangements

•Offer passengers directions to the boarding gate

•Inspect and weigh luggage

•General data admin and paperwork

•React swiftly to late passenger arrivals

•Check passenger tickets in the boarding area

•Check their valid IDs

•Check the size and weight of hand carry baggage

•Direct passengers to waiting areas

•Maintain Lost Property Office 

•Keeps records of articles lost, found, and claimed: identification is known

•Receives and returns to owner articles lost in train or station and upon positive identification.

•Inspects articles and telephones to owners when identification is known

•Tags and places articles on shelves, racks, or safe, according to type of article and where it was found

•Check Passengers tickets IN VIP Waiting Area Duties:    

•Provide Passengers refreshments

•Response to passenger queries

•Inform passenger when train is ready

•Provide passengers required information on train timings, tickets etc.  

•Assist Disable and Senior Citizen passengers if and when require

•Relieve Other Customer Service Assistants during their break timings

•Responsible for safe train dispatch at station.



•Ideally a diploma holder or higher.




•Preferably 2 years, minimum 1 years of customer service experience of front line.

•staff delivering customer services in transport industry preferably railway or metro station or equivalent;



•A mature, proactive and responsible approach to work with initiative and problem solving capability;

•Ability to liaise in a professional and persuasive manner with staff at all levels in the organization;

•The ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment;

•Good literacy and numeracy skills required for the role;

•Ability to understand complex systems and possess good IT skills;

•Strong organizational skills, detail oriented, and the ability to handle multiple priorities.

•Good communication skills in English (written and spoken).