Customer Service Representative-Palm Jumeirah Monorail

Customer Service Representative
Impact a better future

Serco:

At Serco, we bring together the right people, technology, and partners to deliver innovative solutions that impact a better future.

We have been operating in the Middle East since 1947 and have a profound understanding of the region.

With over 4,500 colleagues here, we support governments across defence, space, transport, emergency services, justice and migration, and other vital public services. Our core capabilities span service design and advisory, customer experience, complex programme management, systems integration, and asset and facilities management, alongside environmental and case management services.

Guided by our unique service model, we work together with clients and partners to achieve long-term visions and tackle some of the world’s most complex challenges.

+impact: 

+impact, Serco’s advisory business, specialises in operational transformation and advisory services for government, critical national infrastructure, and regulated business.

We bring real-world front-line operating experience and practical insights drawn from successfully delivering the most complex contracts and service solutions around the world. 

We help our customers set-up and transform their operations by optimising efficiency, improving the service experience and attaining best in class safety and environmental performance. Our practice areas include organisation resilience, experience design, operational and digital transformation, asset & facilities management, HSQ and sustainability.

Our work ensures a positive impact where it matters most.

We’re different because we do.

 
Your Opportunity

The purpose of this position is to deliver a safe, reliable, world class and customer focused station environment and train service. You will be an integral part of the customer service team and will take pride in making a positive contribution to the experience of every customer you have the pleasure of engaging with.

The ideal candidate will have a strong passion for helping others. They will be a confident, articulate communicator with the ability to adapt communication style to reach different audiences from all walks of life. This role would suit someone who is detail orientated, has strong organisational skills, the ability to handle multiple priorities and is comfortable working in a fast-paced team-orientated environment. 

This role will be based in Palm Jumeirah Monorail, Dubai.

Key accountabilities

• 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 passengers 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.

Specific requirements

• Must be comfortable driving the monorail as part of their duty

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

• Good literacy and numeracy skills required for the role.

• Ability to understand complex systems and possess good IT skills

• Numeracy, in dealing/recording cash transactions.

• A minimum of 2 years’ experience as front-line staff delivering customer service in a Metro station or equivalent;

• A minimum of 1-year experience of driving passengers in a safe manner according to prescribed routes.

• Experience and understanding of dealing with customers and conflict resolution techniques.

• Basic understanding of station operations and associated activities.

Join Us 

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day. 

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit careers.serco.com for more information.