Customer Service Agent - UAE National

Monitor and maintain station operational status and ensure a smooth flow of passenger movement within the station premises.Deliver essential messages to passengers (via audio or visual means) in a timely, clear and proactive mannerProvide accurate ticket and train service information and respond to passenger enquiries.Distribute publicity materials (when required or deemed necessary) and handle lost property.Deliver an excellent level of service to customers, including assistance for People of Determination in the station and for the duration of their journey on the network.Meet and greet customers arriving in and travelling through the station, providing a highly visible and proactive level of customer service.Actively manage passengers during busy periods in which crowding is likely to occur, relieving pinch points in stations or on platforms.Provide support to passengers during closures for engineering works and special events.Perform shift and emergency duties when required.When dealing with customers, ensure that matters are handled tactfully and sensitively, with the aim to resolve customer issues that may arise.Strictly follow the guidelines, procedures and instructions of the organisation.Perform and carry out other duties as instructed / directed by the Station Master, Group Station Supervisor, Passenger Services Manager, Assistant Passenger service Manager,Deputy or Head of Passenger Services, and / or Operations Director.Always work in adherence to and ensure compliance with the Keolis-MHI ManagementSystem and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards.Ensure security and integrity of all data provided including the reporting of performance, finance and customer information - reference Keolis-MHI non-disclosure policy.Exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions - reference SMS GSOP-HSE1-6 Keolis-MHI organisational HSE responsibilities.Ensure compliance with all training requirements of Keolis-MHI and always work in adherence to these requirements while in employment.Report any accidents, incidents, breaches or potential breaches to appropriate management.General Safety AccountabilitiesAccepting responsibility to act in a safe manner at all times and to work within the safety systems developed for their workplace. In particular correctly wearing PPE as per company standards and implement all protection arrangements as stipulated.Ensure to perform the duties only for which they are trained and certified.Ensuring the health, safety and welfare of themselves and ensure others are not affected by their acts or omissions.Ensuring a positive attitude to environmental & sustainability initiatives & minimise negative environmental impacts.Complying with the requirements of Keolis-MHI QHSE Policies, Safety Management Systems & any specific improvement initiatives.Reporting any safety occurrences or incidents to their supervisor or manager in a timely manner.Render all possible help in case of emergency situations in accordance with applicable documents.Ensure Assets under area of responsibility are maintained and used with high emphasis on health & safety.Compliance to all safety information/boards / equipment and to protect them from damage by public, passengers or contractors.Ensuring that any damage to safety information/boards/equipment is corrected and/or reported immediately for corrective measures.Maintaining a proactive behaviour towards maintaining work related knowledge and competencies.Visitors are under the responsibility of a unique Keolis-MHI QHSE employee, who should ensure that:No visitor is allowed access in the premises or work site without suitable identification and PPE (if applicable)Visitor is informed to about safety rules be followed on entering the siteVisitor is informed of available emergency evacuations.#J-18808-Ljbffr