The Customer Service Agent – Tram role at Keolis-MHI in Dubai puts a uniformed employee on the move around the Dubai Tram Al Sufouh System (DTAS), helping passengers with information, ticketing and crowd management. It comes with a permanent contract.
About the customer service agent job in Dubai
The post is a roving one: the agent moves around the DTAS dealing with queries and incidents, and the visible presence is meant to improve the experience of people using the tram. Day-to-day direction comes from the Operations Supervisor.
Responsibilities
- Gives passengers timely, clear messages by audio or visual means, and answers enquiries about ticket sales and tram services
- Moves around the system handling queries and incidents, and provides a mobile response when something happens
- Monitors the operational status of stations and the movement of passengers, keeping tram and station premises safe and comfortable
- Manages crowding on platforms so passenger flows stay orderly, and carries out controlled, uncontrolled and emergency evacuations
- Greets customers and assists them, in particular People of Determination, while handling lost property and distributing publicity materials when required
- Enforces safety procedures, revenue protection procedures and the related by-laws
- Takes on shift and emergency duties, and any other tasks directed by the Operations Supervisor or the senior DTAS Operations team
- Uses PPE as required, reports accidents, incidents and actual or potential breaches to management, and follows the Keolis-MHI Management System and training requirements, including its safety and information security culture
Requirements
- Front-line customer service experience gained in a train, station or equivalent environment
- Experience dealing with customers and conflict resolution techniques, plus awareness of the key issues customers face
- Excellent knowledge of the network, destinations served, key routes, integration with other modes, the zonal structure, ticketing and fares
- Basic understanding of tram and station operations
- Good communication, literacy and numeracy skills
- Organisational skills, attention to detail and the ability to handle multiple priorities and understand complex systems, with good IT skills
- A mature, proactive approach with initiative and problem-solving ability, and the ability to liaise persuasively with staff at all levels
- Ability to work efficiently and flexibly without supervision
Preferred qualifications
- At least 1 year as a ticket inspector in public transport or a similar revenue recovery environment
- Degree or higher diploma of post-secondary education in a related discipline
How to apply
Applications go through the employer’s careers page: apply here.
Apply through the employer's link: careers.keolis.com
Apply for this jobApplying is free and goes directly to the employer.
This specialty in Madar Jobs data
- Jobs published on Madar Jobs in Customer Service Representative in the UAE over the last 90 days: 8.
- Cities with the most jobs in this specialty: Dubai (4), Al Ain (2), Abu Dhabi (1).
Figures come from the listings published on Madar Jobs itself, as they state them.
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