Job Title: Station Agent in Middle East Railway
1. Purpose of Job
The purpose of this position is to deliver a safe, reliable, world class and customer focused
station environment.
2. Knowledge, Skills and Experience
a. A minimum of 1 year experience as a front line staff delivering customer services in a metro station or equivalent;
b. A minimum of 1 year experience of driving passengers in a safe manner according
to prescribed routes;
c. Experience and understanding of dealing with customers and conflict resolution
techniques;
d. Holder of a valid driving license with good driving skills and experience;
e. A mature, proactive and responsible approach to work with initiative and problem solving capability;
f. Ability to liaise in a professional and persuasive manner with staff at all levels in the
organisation;
g. Good communication skills and the ability to manage multiple tasks efficiently andwork productively in a fast-paced, team-oriented environment;
h. Basic understanding of station operations and associated activities;
i. Good literacy and numeracy skills required for the role;
j. Ability to understand complex systems and possess good IT skills;
k. Strong organisational skills, detail oriented, and the ability to handle multiple
priorities;
3. Key Responsibilities and Accountabilities
a. Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the station premises;
b. Carry out controlled/uncontrolled/emergency evacuation of passengers;
c. Control and mitigate overcrowding in station and platforms to ensure that passengers flows are managed in an orderly manner;
d. Deliver essential messages to passenger via audio or visual means in a timely, clear and proactive manner;
e. Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of an emergency situation;
f. Provide ticket sales, train services information and respond to passenger enquiries;
g. Distribute publicity materials and handle lost property;
h. Assist passengers with special accessibility needs;
i. Handle cash collections from AVM;
j. Meet and greet customers and provide a highly visible and proactive level of customer service;
k. Perform shift and emergency duties when required;
l. Perform and carry out other duties as instructed / directed by the Station Master, Station Manager, Assistant Station Manager and Operations Director;
m. It is intended that in addition to the regular station duties, the Station Agent will be developed and trained to form a multi-skilled workforce capable of, not only of station duties but, performing Train Attendant duties. This will expedite the recovery process of a failed train and/or to relieve any Train Attendant shortage. As such, Train Attendants duties will also apply to Station Agent;
n. Provide safe, reliable, convenient and comfortable metro journeys to the users of Metro railway if and when necessary or as directed by the Station Manager in collaboration with the Passenger Services Manager;
o. When dealing with customers of the Dubai Metro, ensure that matters are handled tactfully and sensitively as appropriate and strictly follow the guidelines, procedures and instructions of the organisation;
p. Comply fully with procedures and instructions instructed as part of the certified training and instructions;
q. Enforce safety procedures and instructions and carry out necessary procedures to ensure the safety of members of the public and employees of the railway;
r. Operate passenger / maintenance vehicles in all operating modes in the assigned area as required;
s. Render all possible assistance to customers, in particular those with special accessibility needs;
t. Technical, Financial and People Accountabilities
4. Safety Responsibilities
a. Advise safe methods of work for station operations and related activities.
b. Follow safe working procedures personally and wear appropriate protective gears as required and look out for the safety of others.
c. Follow the organisation’s safety procedures and instructions to promote, create and maintain a safe and healthful work environment.
5. Safety Competences
a. Local dispatch of a manually driven train.
b. Manual operation of Platform Screen Doors.
c. Controlling the movement of trains from OCC or local VCC.
d. Communicating with persons responsible for controlling movement of trains and controlling electricity to power rail.
e. Communicating with Controllers(Operations, Communications or Maintenance)
f. Re-establishing automatic train operation following failure or activation of emergency button on train or station
g. Resetting of Emergency Equipment (Blue Light Station, Emergency Stop Buttons)
Please state the position you are applying for in your CV, indicate years of experience, expected salary, current contact number, e-mail address and forward to us in MS WORD. PLEASE DO NOT INCLUDE PHOTOGRAPHS AND CERTIFICATES. Appreciate size of your CV do not exceed 200 kb, otherwise yours may not reach us.
If you are interested, have 1 year experience in a customer oriented organization (i.e. hotel, airlines) and meet the requirements, please forward your CV to us.
FRESH graduates are NOT requested to apply.
Please send your CV/resume to: baihaquey@gmail.com
McVida
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Blok M, Keb Baru, Jakarta
