Customer Service Agent - Tram (UAE National)
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Key skills for this role
About the Role
Keolis 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 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 System (DTAS) dealing with queries and incidents as required
- Provide mobile response to incidents
- Monitor and maintain station operational status and ensure the 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 passenger flows are managed in an orderly manner
- 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 instructions and carry out necessary procedures to ensure the safety of members of the public and employees of the tram system
- Enforce revenue protection procedures and associated by laws
Requirements
- A minimum of 2 years’ experience as a 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, the zonal structure, ticketing and fares
- A mature, proactive and responsible approach to work with initiative and problem solving ability
- Good communication skills and the 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, and the 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
- Ideally a degree holder or higher diploma of post secondary education in a related discipline
Full Job Posting
Purpose of the Position
- The purpose of this position is to deliver a safe, reliable, world class, customer focused tram service.
- They will provide a visible, uniformed employee presence while assisting passengers with information, ticketing, crowd management, customer service and other aspects that will work to increase the customer experience delivered to those using the Dubai Tram.
- This position is a roving position and will be 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 to ensure the 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 that passengers flows are managed in an orderly manner.
- 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 the safety of members of the public and employees of the tram system.
- Enforce revenue protection procedures and associated by laws.
KNOWLEDGE REQUIRED
- Maintain a level of awareness on the key issues faced by customers, the performance of operations and customer service activities.
- Excellent knowledge of the network, destinations served, key routes, integration with other modes, the zonal structure, ticketing and fares in order to provide customers with accurate information to assist them during their journey.
KEY SKILLS
- A mature, proactive and responsible approach to work with initiative and problems solving ability.
- Ability to liaise in a professional and persuasive manner with staff at all levels in the organisation.
- Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast paced, team oriented environment.
- Basic understanding of tram & station operations and associated activities.
- Good literacy and numeracy skills required for the role.
- Strong organisational skills, detail oriented, and the 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.
EXPERIENCES
- A minimum of 2 years’ experience as a front line staff delivering customer services in a train, station or equivalent environment.
- A minimum of 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.
EDUCATIONNAL QUALIFCATIONS
- Ideally a degree holder or higher diploma of post secondary education in a related discipline.
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