Customer Service Agent - Tram

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.
Provide safe, reliable, convenient and comfortable tram journeys to the users
of DTAS if and when necessary or as directed by the Operations Supervisor.
When dealing with customers of the DTAS, ensure that matters are handled
tactfully and sensitively as appropriate and strictly follow the guidelines,
procedures and instructions of the organisation. 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. Provide all possible
assistance to customers, in particular for People of Determination. Perform
and carry out other duties as instructed / directed by the Operations
Supervisor and/or senior management team from DTAS Operations department.
Awareness of the Integrated Management System and the content of the Safety,
Assurance & Environment and Information Security Policy Statements.
Understanding of personal responsibilities and contribution to achieving
compliance with the Integrated Management System requirements, (including but
not limited to competence to perform safety critical roles, legal
requirements, control measures arisen from environmental impacts and aspects,
job safety analysis and information security risk assessment) and the
potential consequences of departure from the arrangements in place to deliver
the commitments stated in the policies statements above. Use safety equipment
(including PPE) as required and intended; observe that this is also enforced
among subcontractors and third parties working in Keolis-MHI’s controlled
premises/systems. Promote a good SAE and Information Security culture among
their peers, subcontractors and third parties. Ensure compliance with the
Keolis-MHI Management System and all relevant business processes, procedures
and work instructions to deliver all work with appropriate quality and
governance standards. Report any accidents, incidents, breaches or potential
breaches to appropriate management.

KNOWLEDGE REQUIERED 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.