Station Agent

The purpose of this position is to deliver a safe, reliable, world class and customer focused station environment. As a customer facing role, the Station Agent will provide a visible, uniformed staff presence and be the face of the Dubai Metro.

MAIN RESPONSIBILITIES:

• Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the station premises.
• Carry out controlled/uncontrolled/emergency evacuation of passengers.
• Control and mitigate overcrowding in station and platforms to ensure that passengers flows are managed in an orderly manner.
• Deliver essential messages to passenger via audio or visual means in a timely, clear and proactive manner.
• Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of an emergency situation.
• Provide ticket sales, train services 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 and provide 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.
• Perform and carry out other duties as instructed / directed by the Station Master, Group Station Supervisor, Assistant Station Manager, and Passenger Services Manager.
• Provide safe, reliable, convenient and comfortable metro journeys to the users of Dubai Metro railway if and when necessary or as directed by the Station Master in collaboration with the Passenger Services Manager.
• 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 organisation.
• Comply fully with procedures and instructions instructed as part of the certified training and instructions.
• Enforce safety procedures and instructions, and carry out the necessary procedures to ensure the safety of members of the public and employees of the railway.
• 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.
• 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.
• To 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 organisational HSE responsibilities.
• Ensure compliance with all training requirements of Keolis-MHI and always adhere to these requirements while in employment.
• Report any accidents, incidents, breaches or potential breaches to appropriate management.

KNOWLEDGE REQUIRMENTS

• 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.

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 organisation.
• Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
• Basic understanding of station operations and associated activities.
• Good literacy and numeracy skills required for the role.
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities.

EXPERIENCES

• A minimum of 1 year experience in a frontline team delivering customer services in a metro station or equivalent.
• Experience and understanding of dealing with customers and conflict resolution techniques.

EDUCATIONNAL QUALIFCATIONS

• Ideally a degree holder or higher diploma of post-secondary education in a related discipline.