Station Agent

Job Overview

Keolis-MHI seeks a Station Agent located in Dubai, UAE, responsible for ensuring a secure, dependable, top-tier, and customer-centric station environment. As the public face of Dubai Metro, the agent offers a professional, uniformed presence and facilitates an excellent passenger experience.

Key Responsibilities

• Oversee and maintain smooth station operations while guaranteeing passenger safety and comfort inside station premises.
• Manage both controlled and emergency evacuations effectively.
• Control crowding on platforms and within stations to regulate passenger flow safely.
• Communicate timely and clear messages to passengers by audio and visual channels.
• Manage fare gate directions aligned with passenger movement and during emergencies.
• Provide ticket sales, accurate train service updates, and respond promptly to passenger inquiries.
• Distribute promotional material as required and handle lost property with care.
• Offer exceptional customer assistance including tailored support for People of Determination throughout their journey.
• Welcome passengers and maintain a proactive, visible customer service role.
• Control passenger movement during peak congestion spots and busy periods.
• Support passengers during network closures due to maintenance or special events.
• Perform shift and emergency assignments as needed, following superior instruction.
• Ensure compliance with all safety, operational, and organizational protocols.
• Safeguard data integrity related to performance, finances, and customer information per confidentiality policies.
• Carry out personal responsibility for health, safety, and welfare within the station environment.
• Adhere strictly to all training and procedural requirements throughout employment.
• Report accidents, incidents, or breaches immediately to management.

Required Skills and Knowledge

• Proactive, responsible approach demonstrating initiative and effective problem-solving skills.
• Strong interpersonal skills to interact professionally across organizational levels.
• Excellent communication capabilities and multitasking acumen in a fast-paced, team-focused workplace.
• Basic comprehension of metro station operations and related activities.
• Competent literacy and numeracy abilities.
• Detail-oriented with robust organizational skills to handle multiple priorities effectively.
• Thorough knowledge of the metro network, including routes, fare zones, ticketing, and integration with other transport modes.
• Awareness of customer concerns and operational performance affecting service quality.

Experience and Education

• Minimum one year of frontline customer service experience in a metro station or similar environment.
• Experience in handling customer interactions and conflict resolution.
• Preferably holds a degree or higher diploma in a relevant field.

Additional Information

This is a permanent full-time role based onsite in Dubai. The role requires shift work and adherence to all specified health, safety, and organizational procedures. The agent must maintain high standards of customer service and organizational compliance at all times.