Customer Service Agent

Keolis; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

A leading company is seeking a customer-focused Tram Service Assistant to enhance the passenger experience on the Dubai Tram. The role involves providing assistance, ensuring safety, and delivering information to passengers. Ideal candidates should possess strong communication skills and a proactive approach to problem-solving. Experience in customer service is essential, and a degree in a related discipline is preferred.

Qualifications

• At least 2 years of front-line customer service experience.
• Experience in customer handling and conflict resolution techniques.

Responsibilities

• Deliver essential messages to passengers and assist with inquiries.
• Monitor station operational status and ensure passenger safety.
• Provide excellent customer service and information.

Skills

Problem-Solving

Communication

Multitasking

Organizational Skills

IT Skills

Education

Degree or Higher Diploma

Job description

The purpose of this position is to deliver a safe, reliable, world-class, customer-focused tram service. The role involves providing a visible, uniformed employee presence to assist passengers with information, ticketing, crowd management, and other customer service aspects to enhance the passenger experience on the Dubai Tram. This is a roving position requiring movement around the Dubai Tram Al Sufouh System (DTAS).

MAIN RESPONSIBILITIES

1. Deliver essential messages to passengers via audio or visual means in a timely, clear, and proactive manner.
2. Move around the system to address queries and incidents as required.
3. Provide mobile response to incidents.
4. Monitor station operational status and ensure passenger safety and comfort within the tram and station premises.
5. Carry out passenger evacuations during controlled, uncontrolled, or emergency situations.
6. Assist in managing overcrowding on platforms to ensure orderly passenger flow.
7. Provide information on ticket sales, tram services, and respond to passenger inquiries.
8. Distribute publicity materials and handle lost property.
9. Meet and greet customers, providing high visibility and proactive customer service.
10. Perform shift and emergency duties as required.
11. Ensure safe, reliable, and comfortable tram journeys for DTAS users, following directives from the Operations Supervisor.
12. Handle customer matters tactfully and sensitively, adhering to organizational guidelines and procedures.
13. Comply with procedures and instructions from training and management.
14. Enforce safety procedures and carry out necessary safety measures.
15. Assist customers, especially People of Determination, to the best of your ability.
16. Enforce revenue protection procedures and related regulations.
17. Provide excellent customer service and information.
18. Perform additional duties as directed by the Operations Supervisor or senior management.
19. Be aware of the Integrated Management System and related safety, assurance, environment, and information security policies.
20. Understand personal responsibilities related to safety, legal compliance, environmental impacts, and information security.
21. Use safety equipment as required and promote safety culture among peers, subcontractors, and third parties.
22. Ensure compliance with the Keolis-MHI Management System and related procedures.
23. Exercise personal duty of care for health, safety, and welfare, reporting incidents or breaches.
24. Meet all training requirements and adhere to them.
25. Report accidents, incidents, breaches, or potential breaches to management.

KNOWLEDGE REQUIRED

• Awareness of customer issues, operational performance, and service activities.
• Excellent knowledge of the network, destinations, key routes, integration modes, ticketing, and fares to assist passengers effectively.

KEY SKILLS

• Proactive, responsible approach with problem-solving skills.
• Professional and persuasive communication skills across all organizational levels.
• Good communication and multitasking abilities in a fast-paced environment.
• Basic understanding of tram and station operations.
• Strong literacy, numeracy, organizational, and IT skills.
• Ability to work efficiently and flexibly without supervision.

EXPERIENCE

• At least 2 years of front-line customer service experience in a train, station, or similar environment.
• At least 1 year as a ticket inspector in public transport or revenue recovery is advantageous.
• Experience in customer handling and conflict resolution techniques.

EDUCATIONAL QUALIFICATIONS

Ideally, a degree or higher diploma in a related discipline.