Profession railway passenger service agent

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.


Personality Type

  • Enterprising / Conventional
  • Realistic / Social


  • Train routes

    Know principal train routes and quickly search for relevant information to respond to customer questions. Provide advice on potential shortcuts and itinerary options.

  • 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.


  • Deliver a sales pitch

    Prepare and deliver an understandably constructed sales talk for a product or a service, identifying and using persuasive argumentation.

  • Collect customer data

    Collect customer data such as contact information, credit card or billing information; gather information to track down purchase history.

  • Meet picking standards

    Perform picking activities in a way that meets quality standards.

  • Listen actively


  • Maintain updated professional knowledge

    Regularly attend educational workshops, read professional publications, actively participate in professional societies.

  • 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.

  • Act as a company ambassador

    Represent and defend the interests of the company to customers, and provide workable solutions to problems. Pursue the highest quality customer service.

  • Relay messages through radio and telephone systems

    Possess the communication abilities to relay messages through a radio and telephone system.

  • Provide information to passengers

    Provide passengers with correct information in a polite and efficient manner; use proper etiquette to assist physically challenged travellers.

  • Tend to passenger belongings

    Handle passenger belongings; assist elderly or physically challenged travellers by carrying their luggage.

  • Strive to provide high quality customer service

    Pursue highest possible quality of customer service; do what needs to be done to keep the customer satisfied.

  • Manage the customer experience

    Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.

  • Interpret customer non-verbal communication

    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.

  • Write work-related reports


  • Implement marketing strategies


  • Think proactively

    Take initiatives to come up with improvements.

  • Guarantee customer satisfaction


  • Identify customer's needs


  • Deliver outstanding service

    Provide outstanding customer service by exceeding customer expectations; establish reputation as an exceptional service provider.

  • Implement sales strategies


  • React calmly in stressful situations

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

Optional knowledge and skills

have computer literacy speak different languages show confidence use microsoft office act reliably work in a rail transport team perform services in a flexible manner use positive language