Railway passenger service agent
Code 5112.2
Railway passenger service agents spend time with railway station customers, answer their questions and react quickly and safely to unexpected situations. They provide information, mobility assistance, and security in railway stations. They provide accurate and up to date information on train arrival and departure times, train connections, and help customers plan their travels.
Essential skills
Knowledge
- advise customers on the product range of railway companies
- provide information on train routes
Skills and competences
- react calmly in stressful situations
- communicate with customer service department
- cuidar pertenencias de pasajeros
- meet picking standards
- implement marketing strategies
- guarantee customer satisfaction
- manage the customer experience
- identify customer's needs
- implement sales strategies
- interpret customer non-verbal communication
- maintain updated professional knowledge
- deliver outstanding service
- listen actively
- write work-related reports
- provide high quality customer service
- deliver a sales pitch
- collect customer data
- represent the company
- relay messages through radio and telephone systems
Transversal competences
- provide information to passengers
- think proactively
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What to assess for this role
Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.
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Sources
This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences