Railway passenger service agent jobs in Finland
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.
Railway passenger service agent - Which skills are essential?
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
Interpret the non-verbal communication signals of customers, e.g. to assess personality traits or current mood. Use observations to tailor services to the client.
Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.
Prepare and deliver an understandably constructed sales talk for a product or a service, identifying and using persuasive argumentation.
Represent and defend the interests of the company to customers, and provide workable solutions to problems. Pursue the highest quality customer service.
React quickly, calmly, and safely to unexpected situations. Provide a solution that solves the problem or diminishes its impact.
Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
Possess the communication abilities to relay messages through a radio and telephone system.
Know the product range of railway companies and use that knowledge in order to provide assistance to customers with problems or queries.
Provide outstanding customer service by exceeding customer expectations; establish reputation as an exceptional service provider.
Provide passengers with correct information in a polite and efficient manner; use proper etiquette to assist physically challenged travellers.
Handle passenger belongings; assist elderly or physically challenged travellers by carrying their luggage.
Compose work-related reports that support effective relationship management and a high standard of documentation and record keeping. Write and present results and conclusions in a clear and intelligible way so they are comprehensible to a non-expert audience.
Pursue highest possible quality of customer service; do what needs to be done to keep the customer satisfied.
Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
Regularly attend educational workshops, read professional publications, actively participate in professional societies.
Collect customer data such as contact information, credit card or billing information; gather information to track down purchase history.
Perform picking activities in a way that meets quality standards.
Communicate with customer service in a transparent and collaborative manner; monitor how service is operating; relay real-time information to customers.
Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.
Take initiatives to come up with improvements.
Know principal train routes and quickly search for relevant information to respond to customer questions. Provide advice on potential shortcuts and itinerary options.
Railway passenger service agent - Which skills are useful but not essential?
Proceed in a way that one can be relied on or depended on.
Work confidently within a group in rail transport services, in which each individual has their own responsibility in working towards a common goal such as a good interaction with the customers, railway safety, and rolling stock maintenance.
Master foreign languages to be able to communicate in one or more foreign languages.
Demonstrate degrees of maturity by fully understanding one's own qualities and abilities which can serve as sources of confidence in different situations.
Express oneself using positive language in conversation; the way in which language is used may persuade customers.
Utilise computers, IT equipment and modern day technology in an efficient way.
Adapt service approach when circumstances change.
Possess the ability to work with the standard programs contained in Microsoft Office at a capable level. Create a document and do basic formatting, insert page breaks, create headers or footers, and insert graphics, create automatically generated tables of contents and merge form letters from a database of addresses (usually in Excel). Create auto-calculating spreadsheets, create images, and sort and filter data tables.