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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 .
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 .
KEY SKILLS Basic understanding of station operations and associated activities. A mature, proactive and responsible approach to work with initiative and problem solving capability . 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 customer service skills.
ROLE REQUIREMENTS Part time working in shift hours – 20 hours per week; i.e. 4 hours per day across 5 days including 2 days off. Age Criteria: 18 years and above. Proficient in Arabic and English reading, speaking and writing.
EXPERIENCE
Good to have 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.
