Customer Service at Serco/RTA

Serco RTA

Structure and reporting relationship

This position reports to the Operations Supervisor – Dubai Tram


Key accountabilities

  • 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;


  • 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

Source: serco

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