Customer Service Agent – Tram

Not all customer service jobs in Dubai involve a desk, a headset and a queue of phone calls. This Customer Service Agent – Tram vacancy with Keolis puts you out on the Dubai Tram network, in uniform, helping thousands of passengers travel safely and confidently every day. Keolis-MHI operates the Dubai Tram, and it is recruiting customer service agents for the Dubai Tram Al Sufouh System (DTAS) on a permanent contract.

If you are comparing customer service jobs in Dubai and call centre jobs in the UAE but prefer an active, public-facing role with real responsibility for passenger safety, this roving position is a genuinely different option. You can apply online through Keolis’s official careers portal linked at the end of this post.

About the Role

The Customer Service Agent – Tram exists to help deliver a safe, reliable, world-class and customer-focused tram service. You will provide a visible, uniformed presence across the system, assisting passengers with information, ticketing and crowd management to improve the customer experience on the Dubai Tram. This is a roving position: rather than being based at one counter, you will move around the Dubai Tram Al Sufouh System dealing with passenger queries and incidents, and you will report into DTAS Operations through the Operations Supervisor.

The work blends classic customer service — the core of most customer service jobs in dubai — with operational duties that call-centre roles never involve. You will deliver essential messages to passengers through audio and visual channels in a timely, clear and proactive manner; monitor and maintain station operational status; help keep passenger movement through trams and stations safe and comfortable; and assist with crowd management so platform flow stays orderly.

When incidents happen, you provide mobile response, and when required you will carry out controlled, uncontrolled or emergency evacuation of passengers — a serious responsibility that shows the trust placed in front-line staff.

Ticketing and revenue protection also sit within the role: you will provide ticket-sales information and tram service information, answer passenger enquiries, enforce safety and revenue-protection procedures and the associated by-laws, and handle lost property and publicity material distribution as required. Throughout, the expectation is a highly visible, proactive standard of customer service, with particular care for all customers, including People of Determination.

Key Responsibilities

• Delivering essential messages to passengers, through audio and visual channels, in a timely, clear and proactive manner so travellers always know what is happening.
• Moving around the tram system dealing with passenger queries and incidents, and providing a mobile response when incidents occur.
• Monitoring and maintaining station operational status, ensuring the safety and comfort of passenger movement in trams and stations.
• Carrying out controlled, uncontrolled and emergency evacuation of passengers when required, following procedure calmly and safely.
• Assisting with and mitigating platform overcrowding so passenger flow remains orderly, especially at peak times and during events.
• Providing ticket-sales information, tram service information and answers to passenger enquiries, and distributing publicity materials as required.
• Handling lost property and following the correct process for items left on the network.
• Meeting and greeting customers with a highly visible, proactive level of customer service, and assisting all customers, in particular People of Determination.
• Performing shift and emergency duties when required, and providing safe, reliable tram journeys if and when directed by the Operations Supervisor.
• Handling customer matters tactfully and sensitively, following organisational guidelines and procedures, and enforcing safety and revenue-protection procedures and associated by-laws.

Requirements and Qualifications

• A minimum of two years’ experience as front-line staff delivering customer services in a train, station or equivalent environment.
• A minimum of one year as a ticket inspector in public transport, or an equivalent revenue-recovery environment, is an advantage.
• Experience of dealing with customers and of conflict-resolution techniques.
• Ideally a degree holder, or a higher diploma of post-secondary education in a related discipline.
• Good literacy and numeracy, good IT skills and the ability to understand complex systems, together with strong organisational skills.
• Excellent knowledge of the network, destinations, key routes, integration with other transport modes, zonal structure, ticketing and fares, as set out in the employer’s knowledge requirements.

This role suits an outgoing, steady front-line professional from rail, metro, tram, bus, airport or other transport customer service who enjoys being visible and useful rather than seated. It will fit someone who can stay courteous with a frustrated passenger, think quickly when a platform fills up, and switch from giving tourist directions to managing an evacuation procedure without hesitation.

Transport operations run early, late and across weekends and public holidays, so shift flexibility is part of the commitment. Among customer service jobs in Dubai, few offer this combination of public contact, safety responsibility and a permanent contract with the operator of a flagship transport system — if you have the two years of front-line transport experience the employer asks for, it is well worth applying.

About the Company

Keolis is an international public transport operator, and through Keolis-MHI it operates the Dubai Tram — the Al Sufouh tram system serving communities including Dubai Marina, Jumeirah Beach Residence, Al Sufouh and the connection toward the Palm Jumeirah monorail and the Dubai Metro. The tram is a key part of Dubai’s public transport network, and its customer service agents are the human face of that system for residents and visitors alike.

For front-line staff, working for an established transport operator brings structured procedures, safety training and experience on a modern guided-transport system. Passenger-facing experience on a network of this profile is recognised by employers offering customer service jobs in dubai and across the Gulf, where metro, tram and bus networks continue to expand.

Working in Dubai

Dubai’s public transport system carries huge daily passenger numbers, and the tram corridor serves some of the city’s busiest residential, leisure and tourist districts. Customer service jobs in Dubai within transport mean working where the city actually moves: stations and trams, peak commuter flows, weekend leisure crowds and major events. The role involves standing, walking and being outdoors on platforms for parts of the shift, in all seasons, which applicants should weigh honestly. The city’s workforce is international and English is the common working language across the transport network.

As with any new position, candidates should read the terms offered by the employer carefully and ask questions about shift patterns, rest days, accommodation, transport and other entitlements during the hiring process, so the full package fits their circumstances before accepting an offer.

Salary and Benefits

Keolis has not published a salary figure or a benefits package for this Customer Service Agent – Tram position on its official job page, and no specific pay or perks are stated there. The exact salary and any benefits that apply will be confirmed by the employer during the hiring process, so candidates are encouraged to discuss these points directly with the Keolis recruitment team when they are contacted, and to make sure the complete offer is clear before accepting.

How to Apply for Customer Service Jobs in Dubai

To apply for this Customer Service Agent – Tram vacancy, submit your application through Keolis’s official careers portal using the link below (portal requisition ID 1455068433). Prepare an up-to-date CV that evidences your two years of front-line customer service experience in a train, station or equivalent environment, any ticket inspection or revenue-protection work, examples of handling difficult customer situations or incidents, and your IT skills and qualifications.

As with other front-line customer service jobs in dubai, the official posting states no closing date, but operational roles are recruited as rosters require and can close once filled, so applying promptly is sensible. Only apply through the official employer page, and do not pay any third party in connection with this vacancy.

Apply here: Apply on the official employer page

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