Customer Service Agent – Tram

About the role

The Customer Service Agent will deliver a safe, reliable and world‑class tram experience for passengers on the Dubai Tram Al Sufouh System (DTAS). Working in a visible, uniformed capacity, you will move around the network providing information, ticketing assistance, crowd management and incident response to enhance the overall customer journey.

Key responsibilities

• Deliver clear audio or visual announcements to passengers in a timely manner.
• Rove throughout the DTAS network to address passenger queries, incidents and emergencies.
• Provide mobile response to incidents and monitor station operational status.
• Carry out controlled, uncontrolled or emergency evacuations when required.
• Manage platform crowding to ensure orderly passenger flow.
• Assist with ticket sales, provide service information and handle lost property.
• Distribute publicity material as needed and greet customers with a proactive service attitude.
• Enforce safety, revenue protection procedures and related by‑laws.
• Support passengers with special needs, including People of Determination.
• Perform shift and emergency duties as directed by the Operations Supervisor.

Required profile

• Strong customer‑service orientation with the ability to handle inquiries tactfully.
• Comfortable working in a roving, on‑site environment across the tram system.
• Ability to respond quickly to incidents and execute emergency procedures.
• Awareness of safety, environmental and information security policies.
• Capability to assist diverse passenger groups, including those with disabilities.

Required skills