Pax Coordinator wanted immediately: APPLY NOW
Intercape is searching for an honest, hardworking and enthusiastic Pax Coordinator to join the team at Durban Station!
This position will include (but is not limited to) queue management, passenger check-in, confirming headcounts, and managing passenger luggage.
Working shifts, on public holidays and weekends is a requirement for this position.
Must be able to thrive in a highly pressurised and fast paced work environment. Must be a South African citizen.
EXPERIENCE AND EDUCATIONAL REQUIREMENTS
Own transport and own accommodation is essential;
2 years’ passenger loading experience;
Flexible working hours might be required.
KEY PERFORMANCE AREA 1: Passenger onboarding and customer services
Assist passengers at station-boarding gates;
Man Information Kiosk where applicable;
Ensure that TV’s display the correct information at all times;
Ensure Boarding Gates are neat and tidy at all times;
Regularly inform waiting passengers of departure times;
Keep passengers updated of how far coaches are that are running late;
Inform friends and family waiting for loved ones / business associates of time of arrival of coaches inbound;
Know where inbound and outbound coaches are at all times;
Resolve general queries;
Assist passengers affected by breakdowns within company policies and procedures;
Greet passengers professionally;
Assist passengers to allocated seats;
Issuing of onboard sales (OBS) to passengers;
Completion of manifest regarding onboard sales (OBS), not on list (NOL) passengers, as well as the manifest section;
Phone the Call Centre to verify OBS passengers, NOL passengers, credit card impressions, No-Show tickets, expired and cancelled tickets;
Make credit card impressions when applicable;
Create boarding pass for each passenger in accordance with the Intercape system provided as well as the procedures;
Print and hand over to coach crew the final passenger manifest after boarding all passengers;
KEY PERFORMANCE AREA 2: Weighting luggage
Entering of passenger detail on system in accordance with Intercape procedures;
Measuring and weighing of each individual luggage piece that each passenger presents in accordance with Intercape procedures;
Attach system printed luggage stickers onto weighed luggage items;
Measure and weigh hand luggage in accordance with Intercape procedures;
Receive cash for excess luggage and issue receipts for each transaction;
Finalise cash up in totality at the end of each shift/as Intercape policy dictates;
KEY PERFORMANCE AREA 3: Parcels
Manage parcel inquiries – destinations/costs as per company policy;
Weigh parcels (measured and weighed according to procedure) in order to establish cost;
Label parcels per destination;
Ensure parcels are loaded onto the correct coach;
Understand and adhere to the Terms and Conditions applicable to the transportation of parcels;
Capture waybills on the system;
Ensure correct delivery destination: Office to Office and Depot to Depot;
Meet monthly parcel sales targets;
Ensure physical cash balances with theoretical cash as indicated on cash up;
Ensure total cash in hand balances with total indicated on daily cash-up under cash column;
Ensuring that monies dropped are be clearly identified with your name, date and denominations indicated;
State differences clearly on the envelope and on physical cash up;
KEY PERFORMANCE AREA 4: Standing in as Sales Consultant
Execute ticket bookings on the Intercape Booking System;
Compliance with the Intercape ticket booking policies and procedures including:
Identifying, selecting and confirming the dates, departures and arrivals that meet the ticket purchasers’ needs.
Explain the various ticket classes, differences and benefits of each class.
Explain Intercape’s Terms and Conditions applicable to the type of booking, and send a copy of Intercape’s Terms & Conditions via fax or e-mail to the ticket purchaser/passenger.
Explain routes, stops, and destinations correctly and according to the training manual.
Explain and utilize discounts correctly when necessary to make a sale, or when requested, and comply with the prescribed requirements e.g. ID Document for Pensioners, valid and current Student Card for students, and SANDF identification for Force Members.
Process the booking correctly as per the purchaser’s preferred payment method: credit card, debit card or direct bank deposit. In the case of direct bank deposits or electronic funds transfers, relay the conditions of booking to the ticket purchaser.
Verify all booking and payment details on the computer before issuing tickets, and ensure that the purchaser verbally accepts the details as correct.
Ensure that ticket purchaser are made aware of their responsibility to adhere to passport and visa requirements and explain such if and when applicable.
Assist ticket purchasers in a professional, friendly and helpful manner according to the sales competencies listed under “related job requirements”.
When an enquiry results in a complaint, make every effort to resolve the complaint at the first point of contact i.e. the person who first receives the complaint must try and resolve it.
Failing resolution of a complaint, ensure that the complaint is logged on the CCC system.
Explain the resolution process to the customer (especially the next steps), and provide the customer with the case reference number and contact details should they wish to follow up.
Ensure that all relevant documents are received and captured on the CCC system.
KEY PERFORMANCE AREA 5: General office assistance and enhancing company image
Enquiries at boarding gate regarding arrivals/departures and general information;
Enquiries at frontline office as per queue management system;
Crowd barriers maintained;
Altering of signs and departures throughout shift;
Neatness of boarding gates and uniform critical;
RELATED JOB REQUIREMENTS
Have a proficient knowledge of the company, its divisions, associates, people, products, service, and website;
Enjoy working independently as well as be part of a team;
Assist fellow colleagues in the daily running of company-related tasks;
Be focused on providing work of extremely high quality;
Very good organizational skills;
Excellent communication skills, and proficiency in two or more languages an advantage;
Ability to handle conflict and complaints in a professional manner;
Assertiveness to be able to manage and direct large groups of passengers;
Ability to work shifts including split shifts;
Be willing to assist with general administrative and office duties as required.
Job Type: Permanent
Sales And Marketing: 2 years (Preferred)
passenger loading: 2 years (Preferred)
High School (matric) (Required). Apply Now