Passenger Service Officers (158 Posts) at DART Phase II

To ensure efficient, safe, and courteous assistance to passengers using BRT services by providing travel information, managing fare collection processes, guiding passengers, addressing complaints, and supporting smooth station or bus operations in accordance with company standards.

Qualifications

• Certificate or Diploma in Customer Service, Public Relations, Business Administration, or a related field.
• Minimum of 1–2 years’ experience in customer-facing roles, preferably in public transport or service sectors.
• Good command of English and Swahili.
• Basic computer literacy and familiarity with ticketing or fare collection systems is an added advantage.

Duties & Responsibilities

• Greet and assist passengers at stations, terminals, and on buses.
• Provide accurate information about routes, fares, schedules, and transfers.
• Monitor and guide proper fare payments using ticketing machines or smart card systems.
• Ensure orderly boarding and alighting of passengers, especially the elderly, children, and persons with disabilities.
• Handle customer inquiries, complaints, and service-related concerns professionally and empathetically.
• Support crowd control and platform safety during peak hours.
• Report any incidents, lost items, or passenger misconduct to supervisors.
• Maintain cleanliness and basic orderliness at assigned stations or areas.
• Coordinate with control centers, drivers, and security in case of emergencies or delays.
• Assist in enforcing rules and regulations on passenger behavior and fare compliance.
• Record and report daily activities, customer feedback, and unusual events.

Salary Grade

GRADE 6