Senior Officer - Customer Service

About the role

The Senior Officer – Customer Service is responsible for maintaining a high standard of service at the site, ensuring professional and cordial interactions with all customers. The role includes managing the service counter, guiding customers, handling transactions according to RTA guidelines, and meeting KPI targets such as keeping waiting times under ten minutes.

Key responsibilities

• Maintain a high standard of customer service at the site, dealing with all customers in a highly professional and cordial manner.
• Keep the service counter uncluttered and clean, giving top priority to work efficiency.
• Divert customers to the VIP Service section for up‑selling opportunities to generate additional revenue.
• Greet and welcome customers, providing a friendly first impression.
• Guide and clarify customer queries according to their requests.
• Process transactions in line with RTA guidelines.
• Monitor and maintain RTA KPI targets, ensuring that 80 % of customers wait less than 10 minutes.
• Proactively avoid customer complaints through attentive service.
• Issue tokens for the queue management system based on the required service.