Customer Service Agent – Tram

About the role

As a Customer Service Agent on the Dubai Tram Al Sufouh System, you will be the visible, uniformed face of KEOLIS, ensuring a safe, reliable and customer‑focused tram experience. You will move throughout the network, assisting passengers, handling incidents and supporting smooth operations.

Key responsibilities

• Deliver clear audio or visual messages to passengers in a timely manner.
• Rove across the tram system to answer queries, manage incidents and provide mobile response.
• Monitor station status, enforce safety procedures and assist with crowd control.
• Carry out controlled, uncontrolled or emergency evacuations when required.
• Provide ticketing information, sell tickets and distribute publicity material.
• Handle lost property, greet customers and maintain a proactive service presence.
• Enforce revenue protection procedures and support People of Determination.
• Perform shift and emergency duties as directed by the Operations Supervisor.

Required profile

• Ability to work roving shifts and move freely across tram stations.
• Strong communication skills for delivering information to passengers.
• Capability to handle emergencies, crowd management and evacuation procedures.
• Customer‑focused attitude with sensitivity to diverse passenger needs.
• Willingness to follow KEOLIS safety, security and operational guidelines.

Required skills

What we offer

• Permanent employment with KEOLIS.
• Opportunity to work on the modern Dubai Tram Al Sufouh System.
• Comprehensive training in safety, customer service and operational procedures.