Customer Service Agent - Dubai Metro (Only UAE National)
Confidential Company
Multiple VacanciesEmployer Active
Posted 2 min ago
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Experience
0 - 1 Year
Monthly Salary
AED 8,000 - 10,000 ($2,161 - $2,701)
Job Location
Education
Secondary School, Intermediate School
Nationality
Emirati (UAE)
Gender
Any
Vacancy
5 Vacancies
Job Description
Roles & Responsibilities
- Monitor and maintain station operational status and ensure a smooth flow of passenger movement within the station premises.
- Deliver essential messages to passengers (via audio or visual means) in a timely, clear and proactive manner.
- Provide accurate ticket and train service information and respond to passenger enquiries.
- Distribute publicity materials (when required or deemed necessary) and handle lost property.
- Deliver an excellent level of service to customers, including assistance for People of Determination in the station and for the duration of their journey on the network.
- Meet and greet customers arriving in and travelling through the station, providing a highly visible and proactive level of customer service.
- Actively manage passengers during busy periods in which crowding is likely to occur, relieving pinch points in stations or on platforms.
- Provide support to passengers during closures for engineering works and special events.
- Perform shift and emergency duties when required.
- When dealing with customers, ensure that matters are handled tactfully and sensitively, with the aim to resolve customer issues that may arise.
- Strictly follow the guidelines, procedures and instructions of the organization.
- Perform and carry out other duties as instructed / directed by the Station Master, Group Station Supervisor, Passenger Services Manager, Assistant Passenger service Manager, Deputy or Head of Passenger Services, and / or Operations Director.
- Always work in adherence to and 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; Ensure security and integrity of all data provided including the reporting of performance, finance and customer information - reference Keolis-MHI non-disclosure policy.
- Exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions - reference SMS GSOP-HSE1-6 Keolis-MHI organizational responsibilities.
- Ensure compliance with all training requirements of Keolis-MHI and always work in adherence to these requirements while in employment; Report any accidents, incidents, breaches or potential breaches to appropriate management.
Desired Candidate Profile
- Basic understanding of station operations and associated activities.
- 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.
- A minimum of 1-year experience working in a frontline/customer facing team, delivering customer services in a metro station or equivalent. Experience and understanding of dealing with customers and conflict resolution techniques.
Employment Type
- Full Time
Department / Functional Area
Keywords
- Customer Service
- Customer Service Representative
- Customer Service Agent
- Passenger Service Agent
- Station Agent
- Passenger Handling
- Client Relations Officer
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Confidential Company