The purpose of this safety critical position is to deliver a safe, reliable, world-class and customer
focused station environment. They will also 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 Metro.
MAIN 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 HSE
- 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
KEY SKILLS
- A mature, proactive and responsible approach to work with initiative and problem-solving
- capability.
- Ability to liaise in a professional and persuasive manner with staff at all levels in the
- organization.
- Good communication skills and the ability to manage multiple tasks efficiently and work
- productively in a fast-paced, team-oriented environment.
- Good literacy and numeracy skills required for the role.
- Strong organisational skills, detail oriented, and the ability to handle multiple priorities.
- Strong customer service skills.
KNOWLEDGE REQUIRED
- 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
EXPERIENCE
- 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.
EDUCATIONAL QUALIFCATION
- Must have completed secondary level (high school) with vocational certificate or equivalent.
