Customer Service Representative - Talent Pool

Customer Service Representative - Talent Pool
Make a difference every day

We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".  

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.

What’s in it for you? 

At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes: 

• Competitive monthly pay and allowances that are commensurate with the role and industry standards 
• Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing 
• We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards 
• We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones 
• We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture 
• We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health. 
• As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally. 

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 www.serco.com/careers for more information.