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Customer Service Agent (Full Time) - UAE National

Date:  Jan 18, 2022

Dubaï, AE

Brand:  KEOLIS
Contract Type:  Permanent contract

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.





  • Monitor and maintain station operational status and ensure a smooth flow of passenger movement within the station premises.

  • Meet and greet customers arriving in and travelling through the station, providing a highly visible and proactive level of customer service.

  • Provide support to passengers during closures for engineering works and special events;

  • Provide accurate ticket and train service information and respond to passenger enquiries.

  • Report any accidents, incidents, breaches or potential breaches to appropriate management.

  • Actively manage passengers during busy periods in which crowding is likely to occur, relieving pinch points in stations or on platforms.

  • Perform shift and emergency duties when required.

  • Strictly follow the guidelines, procedures and instructions of the organisation.



  • Basic understanding of station operations and associated activities.
  • A mature, proactive and responsible approach to work with initiative and problem solving capability.
  • EGood 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 customer service skills.



  • 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.



  • Must have completed secondary level (high school) with vocational certificate or equivalent.





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