Customer Service Agent - Tram
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Key skills for this role
About the Role
Keolis is seeking a Customer Service Agent for the Dubai Tram to deliver safe, reliable, and world-class customer service.
Key Skills for This Role
Responsibilities
- Deliver essential messages to passengers via audio or visual means in a timely, clear, and proactive manner
- Move around the Dubai Tram Al Sufouh System (DTAS) dealing with queries and incidents as required
- Provide mobile response to incidents
- Monitor and maintain station operational status and ensure safety and comfort of passenger movement within tram and station premises
- Carry out controlled/uncontrolled/emergency evacuation of passengers
- Assist and mitigate overcrowding on platforms to manage passenger flows
- Provide information on ticket sales, tram services, and respond to passenger enquiries
- Distribute publicity materials and handle lost property
- Meet and greet customers and provide a highly visible and proactive level of customer service
- Perform shift and emergency duties when required
- Enforce safety procedures and revenue protection procedures and associated by laws
- Provide assistance to customers, especially People of Determination
Requirements
- Minimum 2 years of front line customer service experience in a train, station, or equivalent environment
- Minimum 1 year as a ticket inspector in public transport or equivalent revenue recovery environment (advantage)
- Excellent knowledge of the network, destinations, routes, integration with other modes, zonal structure, ticketing, and fares
- Good literacy and numeracy skills
- Strong organizational skills and ability to handle multiple priorities
- Ability to understand complex systems and possess good IT skills
- Ability to work efficiently and flexibly in unsupervised circumstances
- Ideally a degree holder or higher diploma in a related discipline
Full Job Posting
Purpose of Position
- Deliver a safe, reliable, world class, customer focused tram service.
- Provide a visible, uniformed employee presence while assisting passengers with information, ticketing, crowd management, customer service, and other aspects to increase customer experience on the Dubai Tram.
- This is a roving position requiring movement around the Dubai Tram Al Sufouh System (DTAS).
Main Responsibilities
- Deliver essential messages to passengers via audio or visual means in a timely, clear and proactive manner.
- Move around the System (DTAS) dealing with queries and incidents as required.
- Provide mobile response to incidents.
- Monitor and maintain station operational status and ensure safety and comfort of passenger movement within the tram and station premises.
- Carry out controlled/uncontrolled/emergency evacuation of passengers.
- Assist and mitigate overcrowding on platforms to ensure orderly passenger flows.
- Provide information on ticket sales, tram services information and respond to passenger enquiries.
- Distribute publicity materials (as and when required) and handle lost property.
- Meet and greet customers and provide a highly visible and proactive level of customer service.
- Perform shift and emergency duties when required.
- Enforce safety procedures and instructions and carry out necessary procedures to ensure safety of the public and employees.
- Enforce revenue protection procedures and associated by laws.
Knowledge, Skills, and Experience
- Maintain awareness of key issues faced by customers, performance of operations and customer service activities.
- Excellent knowledge of the network, destinations served, key routes, integration with other modes, zonal structure, ticketing and fares.
- A mature, proactive and responsible approach to work with initiative and problem solving ability.
- Ability to liaise in a professional and persuasive manner with staff at all levels.
- Good communication skills and ability to manage multiple tasks efficiently in a fast paced, team oriented environment.
- Basic understanding of tram & station operations and associated activities.
- Good literacy and numeracy skills.
- Strong organisational skills, detail oriented, and ability to handle multiple priorities.
- Ability to understand complex systems and possess good IT skills.
- Ability to work in an efficient and flexible manner in unsupervised circumstances.
- Minimum 2 years’ experience as front line staff delivering customer services in a train, station or equivalent environment.
- Minimum 1 year as a ticket inspector in public transport or equivalent revenue recovery environment would be an advantage.
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