MANAGER FOR CUSTOMER SERVICES. - 1 POST

Employer: TANZANIA RAILWAYS CORPORATION (TRC)
Date Published: 2018-09-13
Application Deadline: 2018-09-27

JOB SUMMARY:

To manage the customer services for safe, reliable and efficient commuter and long distance passenger train services in accordance with Service Level Agreements made with the Business Sections. Enhance passengers’ satisfaction through provision of best services at stations and manage, develop, and promote proper utilization of stations to optimize profits for the Corporation as specified and agreed in the corporate strategic plan, Business plan and Service Level Agreements.

DUTIES AND RESPONSIBILITIES:

i.    Negotiates Service Level Agreements with Business Section Managers.
ii.    Facilitates safe and expeditious movement of passenger trains throughout the system;
iii.    Maintain customer records for commuter and long distance train services;
iv.    Identify and analyse customer requirements for commuter and long distance train services and advise the management   on proper course of action;
v.    Receive, handle and process customers complains and grievances; and
vi.    Analyse customers’ invoices and tickets to ensure correctness.
vii.    Reports accidents and claims issues arising within the system and reports to the higher authority;
viii.    Monitors and controls status and performance of rail stations, yards and facilities;
ix.    Ensures cleanliness of passenger coaches and stations;
x.    Coordinates operations and maintenance staff to minimize service interruptions;
xi.    Assists in coordinating emergency operations with field personnel and other Directorates;
xii.    Works closely with Rolling Stock Directorate to ensure that passenger rolling stock is maintained as per technical/commercial standards;
xiii.    Manages the provision of commercial retail outlets, billboards and customer facilities at passenger stations.
xiv.    Oversees production of train crew rosters;
xv.    Participate in core strategic plans of the Corporation; and
xvi.    Performs any other relevant duties as may be assigned by his/her Supervisor.


QUALIFICATION AND EXPERIENCE:

•    Bachelor’s Degree either in Transport Management, Logistics Management, Freight and Forwarding, Transport Economics, Business Administration (majoring in Transport Management or Logistics Management), Marketing  or equivalent qualifications from recognized institution with working experience of at least five (5) years of which three (3) years must be in managerial positions,  experience in the Railway industry will be an added advantage.
•    Master’s degree in the relevant field will be an added advantage.

REMUNERATION: Salary Scale TRCS 11

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