Customer Service Agent - Tram (UAE National)
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Key skills for this role
About the Role
Keolis.MHI seeks a Customer Service Agent for the Dubai Tram to deliver safe, reliable, and world-class customer-focused tram service. The role involves assisting passengers with information, ticketing, crowd management, and incident response while roving the Dubai Tram Al Sufouh System.
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 dealing with queries and incidents as required
- Provide mobile response to incidents and carry out controlled/uncontrolled/emergency evacuation of passengers
- Monitor and maintain station operational status to ensure safety and comfort of passenger movement
- Assist and mitigate overcrowding on platforms to manage passenger flows in an orderly manner
- Provide information on ticket sales, tram services information and respond to passenger enquiries
- Distribute publicity materials and handle lost property
- Enforce safety procedures and revenue protection procedures
- Perform shift and emergency duties when required
Requirements
- Minimum 2 years' experience as front line staff delivering customer services in a train, station or equivalent environment
- Excellent knowledge of the network, destinations served, key routes, integration with other modes, zonal structure, ticketing and fares
- Good literacy and numeracy skills
- Ability to work in an efficient and flexible manner 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
- Roving position required to move around 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
- Carry out controlled/uncontrolled/emergency evacuation of passengers
- Assist and mitigate overcrowding on platforms
- Provide information on ticket sales, tram services information 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
- Use safety equipment (including PPE) as required and intended
Knowledge Required
- 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
Key Skills
- Mature, proactive and responsible approach with initiative and problem solving ability
- Ability to liaise professionally and persuasively with staff at all levels
- Good communication skills and ability to manage multiple tasks efficiently
- Basic understanding of tram & station operations and associated activities
- Good literacy and numeracy skills
- Strong organisational skills, detail oriented, ability to handle multiple priorities
- Ability to understand complex systems and possess good IT skills
- Ability to work efficiently and flexibly in unsupervised circumstances
Experiences
- 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 transports or equivalent revenue recovery environment would be an advantage
- Experience and understanding of dealing with customers and conflict resolution techniques
Educational Qualifications
- Ideally a degree holder or higher diploma of post secondary education in a related discipline
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