Customer Service Agent (UAE National)

Description

assisting passengers with information, ticketing, crowd management, customer service and other

• Ensure compliance with all training requirements of Keolis-MHI and always work in
• Deliver an excellent level of service to customers, including assistance for People of
• Exercise personal duty of care for their own health, safety and welfare and for those affected
• Report any accidents, incidents, breaches or potential breaches to appropriate management
• Meet and greet customers arriving in and travelling through the station, providing a highly
• Distribute publicity materials (when required or deemed necessary) and handle lost property.
• Provide support to passengers during closures for engineering works and special events.
• relieving pinch points in stations or on platforms.
• work with appropriate quality and governance standards.
• finance and customer information - reference Keolis-MHI non-disclosure policy.
• Perform shift and emergency duties when required.
• Ensure security and integrity of all data provided including the reporting of performance,
• Strictly follow the guidelines, procedures and instructions of the organization;
• Deliver essential messages to passengers (via audio or visual means) in a timely, clear and
• Provide accurate ticket and train service information and respond to passenger enquiries.
• When dealing with customers, ensure that matters are handled tactfully and sensitively, with
• Monitor and maintain station operational status and ensure a smooth flow of passenger
• Actively manage passengers during busy periods in which crowding is likely to occur,
• Maintain a level of awareness on the key issues faced by customers, the performance of
• Always work in adherence to and ensure compliance with the Keolis-MHI Management

Requirements

KNOWLEDGE REQUIRED

• Determination in the station and for the duration of their journey on the network.
• Excellent knowledge of the network, destinations served, key routes, integration with other
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities.
• Strong customer service skills.
• Experience and understanding of dealing with customers and conflict resolution techniques.
• Good communication skills and the ability to manage multiple tasks efficiently and work
• A minimum of 1-year experience working in a frontline/customer facing team, delivering
• Must have completed secondary level (high school) with vocational certificate or equivalent.
• movement within the station premises.
• Basic understanding of station operations and associated activities.
• A mature, proactive and responsible approach to work with initiative and problem-solving
• Ability to liaise in a professional and persuasive manner with staff at all levels in the
• proactive manner.
• Good literacy and numeracy skills required for the role.
• visible and proactive level of customer service.

Benefits

focused station environment. They will also provide a visible, uniformed employee presence while

Training + Development

Interview process

Visa Sponsorship

Security clearance