Job Description

Job Purpose

The Customer Service Officer supports the day-to-day operations of the station, which includes preparing the station for revenue service, providing excellent customer service to visitors. He/She monitors commuter flow and manages crowds during peak hours and/or during service degradation.

Responsibilities

• Opening and closing of Sentosa Express stations including all facilities and amenities.
• Conducting regular station inspections and security checks which include checking, monitoring, and ensuring functionality and cleanliness of the station\'s facilities such as escalators, lifts, lights, fans, barricades, equipment (first aid kit, fire extinguisher, emergency buttons), and amenities (toilet and nursing room), etc.
• Working with SDC Command Centre(s) to report and follow up faults with relevant SDC departments for rectification, if any.
• Facilitating urgent corrective maintenance works that affects guests\' movement at stations during service operating hours without compromising guests\' safety.
• Coordinating with OCC and external agencies on recovery efforts during major incidents or service disruptions.
• Providing warm and friendly service and being proactive to help when needed, such as assisting guests with priority boarding (e.g., elderly, pram, wheelchair access), and providing guest services at various touch points in vicinity of the Sentosa Express stations.
• Managing crowd control, including station evacuation by deploying queue management barricades, and providing queue line control for the entire queue leading to express service.
• Managing deployment of signages and providing directions for guest diversion to an alternate mode of transport during peak periods and/or Sentosa Express Service delay/disruption.
• Coordinating crowd handling/diversion of guests to alternate mode/s of transport during crowded situations.
• Assisting in the detrainment of scheduled or unscheduled monorails.
• Providing first-line maintenance of PGD/PSD with approved SOP for recovery of fault.
• Providing information to Sentosa guests, not limited to transportation, attractions, way-finding information, ongoing island attraction promotions, events, etc.
• Attend to passengers\' feedback or complaint.
• Provide feedback/communication on crowd situation status at stations to OCC and SDC Command Centre(s).
• Provide exigency services, such as first aid/CPR, lost and found property, distress situation, missing person, wheelchair-bound guest special needs.
• Mann flap gates at the Sentosa Express station(s).
• Perform Island Admission (IA) checks to prevent card misuse, etc.
• Required to perform rotating shift work based on the duty roster, including weekends and Public Holidays.

Qualifications & Work Experience

• GCE \'O\' or \'N\' level or equivalent and assessed to be competent in accordance with industry standards.

Skills

• Enjoys communicating with people and is service oriented.
• Able to work in a fast-paced and customer-facing environment.
• Possesses a service-oriented mindset and pleasant disposition.
• Able to multi-task effectively when responding to station operation requirements.

Strides International Business is a business arm of SMRT Corporation Limited.

Anchoring on strong operations, maintenance and service (OMS) experiences, transport planning expertise, as well as engineering capabilities, Strides International offers end-to-end design-build-operate-maintain-transfer solutions and services to deliver reliability and safe journeys

About SMRT Corporation

SMRT Corporation Ltd (SMRT) is a public transport services provider. Our primary business is to manage and operate train services on the North-South Line, the East-West Line, the Circle Line, the new Thomson East-Coast Line and the Bukit Panjang Light Rail Transit. This is complemented by our bus, taxi and private hire vehicle services.

An exciting and rewarding career is waiting for you at SMRT. Join us and embark on a journey that matters. You Matter \xe2\x80\x93 we take care of you and your well-being. Your Work Matters \xe2\x80\x93 your ideas and contributions work towards building the future of our transport system and create positive impacts to the community. Your Development Matters \xe2\x80\x93 we offer diverse careers and learning opportunities for our people to grow you to the fullest of your potential.

Come onboard the SMRT journey today.

Vision
Moving People. Enhancing Lifestyles

Core Values
Respect, Integrity, Safety & Service, Excellence

SMRT Corporation