Customer Service Representative
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Key skills for this role
About the Role
Serco is seeking a Customer Service Representative to deliver a safe, reliable, and world-class station environment and train service at Palm Jumeirah Monorail in Dubai. The role involves monitoring station operations, managing passenger flow, providing ticket sales and information, and driving the monorail.
Key Skills for This Role
Responsibilities
- Monitor and maintain station operational status to ensure safety and comfort of passenger movement
- Carry out controlled, uncontrolled, and emergency evacuation of passengers
- Control and mitigate overcrowding in station and platforms to manage passenger flow
- Deliver essential messages to passengers via audio or visual means in a timely and clear manner
- Monitor and control direction of fare gates according to passenger flow and emergency situations
- Provide ticket sales, train services information, and respond to passenger enquiries
- Drive the monorail as part of duty
Requirements
- Minimum 2 years front line customer service experience in a metro station or equivalent
- Minimum 1 year experience driving passengers safely according to prescribed routes
- Degree holder or higher diploma in a related discipline preferred
- Good literacy and numeracy skills
- Ability to understand complex systems and good IT skills
- Experience in dealing with customers and conflict resolution techniques
- Basic understanding of station operations and associated activities
Full Job Posting
Your Opportunity
- Deliver a safe, reliable, world class and customer focused station environment and train service.
- Be an integral part of the customer service team and make a positive contribution to every customer's experience.
- Role based at Palm Jumeirah Monorail, Dubai.
Key Accountabilities
- Monitor and maintain station operational status and ensure safety and comfort of passenger movement.
- Carry out controlled/uncontrolled/emergency evacuation of passengers.
- Control and mitigate overcrowding in station and platforms to manage passenger flow.
- Deliver essential messages to passengers via audio or visual means in a timely, clear and proactive manner.
- Monitor and control direction of fare gates in accordance with passenger flow and emergency situations.
- Provide ticket sales, train services information and respond to passenger enquiries.
Specific Requirements
- Must be comfortable driving the monorail as part of duty.
- Ideally a degree holder or higher diploma of post secondary education in a related discipline.
- Good literacy and numeracy skills required.
- Ability to understand complex systems and possess good IT skills.
- Numeracy in dealing/recording cash transactions.
- Minimum 2 years front line customer service experience in a Metro station or equivalent.
- Minimum 1 year experience of driving passengers safely according to prescribed routes.
- Experience and understanding of dealing with customers and conflict resolution techniques.
- Basic understanding of station operations and associated activities.
About Serco
- Serco has been operating in the Middle East since 1947 with over 4,500 colleagues.
- Supports governments across defence, space, transport, emergency services, justice and migration.
- Core capabilities include service design, customer experience, programme management, systems integration, and asset management.
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