Customer Service Agent wanted by SERCO – Dubai

Serco logo


Serco logo
Serco logo

Customer Service Operator – Success Profile
Base location: Dubai Tram

The purpose of this position is to deliver a safe, reliable, world class, customer focused tram service and to provide effective revenue protection on the system and a visible deterrent to fare evasion and other offences on the system.
Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the tram and station premises;
Carry out controlled/uncontrolled/emergency evacuation of passengers;
Assist and mitigate overcrowding on station platforms to ensure that passenger flows are managed in an orderly manner;
Provide information on ticket sales, tram services information and respond to passenger enquiries;

Distribute publicity materials and handle lost property;
Meet and greet customers and provide a highly visible and proactive level of customer service;
Perform shift and emergency duties when required;
Provide safe, reliable, convenient and comfortable tram journeys to the users of Dubai Tram Al Sufouh (DTAS) if and when necessary or as directed by the Operations Supervisor;
When dealing with customers of the DTAS, ensure that matters are handled tactfully and sensitively as appropriate and strictly follow the guidelines, procedures and instructions of the organisation;
Comply fully with procedures and instructions as part of the certified training and instructions;
Enforce safety procedures and instructions and carry out necessary procedures to ensure the safety of members of the public and employees of the railway;
Render all possible assistance to customers, in particular those with special accessibility needs;.
Provide a high level revenue protection presence on trains and stations;
Issue penalty fares to passengers who travel without a valid ticket or with the intent to avoid their correct rail fare and issue of penalty fares for the violations of by- laws where necessary;
Enforce revenue protection procedures and associated by-laws;
Enforce conditions of travel and relevant codes of practice on the system and communicate with Operations Supervisor, Security Controller (in OCC) and, when necessary, Dubai Police Force;
Provide the very best in customer service and information;
Conducted ticket inspection on train and on stations with Portable Checking Machine (PCM) that can read and analyse cards and tickets and determine their validity for the respective service;
Perform following activities:
Checking Gold Class traveler,Checking normal class passenger,Passenger in wrong zone,working with Dubai Police
Plain clothes duties
Station Blocks
Perform and carry out other duties as instructed / directed by the Operations Supervisor and/or senior management team from DTAS Operations department.

Essential technical and professional skills , knowledge and qualifications


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


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 tram & 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;
Ability to understand complex systems and possess good IT skills;
Ability to work in an efficient and flexible manner in unsupervised circumstances.


A minimum of 2 years’ experience as a front line staff delivering customer services in a train, station or equivalent environment;
A minimum of 1 year as a ticket inspector in public transports or equivalent revenue recovery environment would be an advantage;
Experience and understanding of dealing with customers and conflict resolution techniques.

Scope and Complexity

Role will usually be multi skilled, and will be able to establish understanding of systems and processes. Perform a range of administrative tasks including problem solving associated with the work;
Organizes own priorities to enable self and junior support staff to complete their jobs efficiently;
Limited decision making;
Follows broad procedures and guidelines;
Familiarizes self with basic procedures and processes within the department.