Profession railway sales agent

Railway sales agents provide service to customers who visit the ticket counter. They provide information, handle ticket reservations, sales and refunds. They also carry out clerical duties such as maintaining the daily ticket sales balance sheet. They handle requests for seat reservations and examine diagram charts of each car on train to verify the available space on the specified train.

Personality Type

• Enterprising / Conventional
• Conventional / Enterprising

Knowledge

• Product range of railway companies

  Know the product range of railway companies and use that knowledge in order to provide assistance to customers with problems or queries.

• Geographic areas

  Know the geographic area in detail; know where different organisations carry out operations.

Skills

• Communicate clearly with passengers

  Speak clearly in addressing travellers; communicate information related to their itinerary. Make announcements to passengers upon approaching the prescribed destination.

• Be attentive

  Pay attention during customer interactions and interpret feedback.

• Use different communication channels

  Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.

• Manage difficult clients

  Handle clients who become aggressive or who do not want to pay because they are not content about the service.

• Sell train tickets

  Sell train tickets to railway travellers, taking into account destinations, schedules, and discounts available. Accurately check the validity of a range of tickets.

• Process order forms with customer's information

  Obtain, enter and process customers' names, addresses and billing information.

• Update message displays

  Update message displays that show passenger information.

• Make numerical calculations

  Work with numbers and perform complex calculations. An understanding of the basics of maths is crucial.

• Have a high level of safety awareness

  Ensure high levels of safety awareness; use personal protection equipment; communicate with staff members and provide advice on health and safety issues.

• Handle petty cash

  Handle petty cash for minor expenses and transactions required for the daily running of a business.

• Use positive language

  Express oneself using positive language in conversation; the way in which language is used may persuade customers.

• Communicate with customers

  Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.

• React calmly in stressful situations

  React quickly, calmly, and safely to unexpected situations. Provide a solution that solves the problem or diminishes its impact.

• Adapt communication style according to recipient

  Adapt communication style to that of the recipient of the message in order to create a rapport.

• Communicate with customer service department

  Communicate with customer service in a transparent and collaborative manner; monitor how service is operating; relay real-time information to customers.

Optional knowledge and skills

Source: Sisyphus ODB