About the Organization

Mofat Transport and Logistics is a leading transportation and logistics operator in Tanzania. The company provides public transit and supply chain solutions, including Bus Rapid Transit (BRT) operational services across major transit corridors in Dar es Salaam.

Job Summary

The Passenger Service Officer is responsible for delivering safe, courteous, and efficient customer service to commuters across BRT stations, terminals, and buses. This role plays a vital part in managing station operations, assisting passengers with boarding and ticketing, resolving customer inquiries, maintaining order, and responding effectively to delays or emergencies to ensure a smooth transit experience.

Key Duties & Responsibilities

• Customer Welcome & Guidance: Greet passengers at stations, terminals, and on buses in a friendly, professional manner.
• Special Assistance: Assist elderly passengers, children, persons with disabilities, and travelers needing extra support during boarding and alighting.
• Service Information: Provide accurate, up-to-date guidance on routes, timetables, fares, connections, and bus transfers.
• Ticketing & Fare Support: Help passengers navigate ticketing machines, smart cards, and digital payment systems while supporting fare compliance.
• Crowd & Queue Management: Manage passenger queues to maintain safety, platform order, and organized boarding/alighting flow.
• Query & Complaint Handling: Address passenger concerns, inquiries, and complaints with empathy, patience, and professionalism.
• Incident Reporting: Document and log incidents, lost-and-found items, safety breaches, or passenger misconduct to supervisors.
• Station Environment: Maintain cleanliness, safety, and a welcoming environment within assigned station platforms and terminal areas.
• Reporting: Prepare daily activity logs and report feedback, operational challenges, or safety observations to management.

Qualifications & Requirements

• Education: Certificate, Diploma, or Bachelor’s Degree in Customer Service, Transport & Logistics, Business Administration, Public Relations, Hospitality, or a related field from a recognized institution.
• Skills & Attributes: Excellent interpersonal and communication skills. Strong problem-solving ability and emotional intelligence when handling public inquiries. High level of patience, integrity, and customer-first mindset. Ability to work effectively under pressure in high-density public transport environments.

• Greet passengers at stations, terminals, and on buses in a friendly, professional manner.
• Assist elderly passengers, children, persons with disabilities, and travelers needing extra support during boarding and alighting.
• Provide accurate, up-to-date guidance on routes, timetables, fares, connections, and bus transfers.
• Help passengers navigate ticketing machines, smart cards, and digital payment systems while supporting fare compliance.
• Manage passenger queues to maintain safety, platform order, and organized boarding/alighting flow.
• Address passenger concerns, inquiries, and complaints with empathy, patience, and professionalism.
• Document and log incidents, lost-and-found items, safety breaches, or passenger misconduct to supervisors.
• Maintain cleanliness, safety, and a welcoming environment within assigned station platforms and terminal areas.
• Prepare daily activity logs and report feedback, operational challenges, or safety observations to management.

• Excellent interpersonal and communication skills.
• Strong problem-solving ability and emotional intelligence when handling public inquiries.
• High level of patience, integrity, and customer-first mindset.
• Ability to work effectively under pressure in high-density public transport environments.

• Certificate, Diploma, or Bachelor’s Degree in Customer Service, Transport & Logistics, Business Administration, Public Relations, Hospitality, or a related field from a recognized institution.