Passenger Ambassadors will provide additional support at stations affected by a special event, or service disruption. Outside of special event days, they will work with the local community to inspire residents to use the Metro and support the Customer Service Agent team as and when required.

MAIN RESPONSIBILITIES

• Lead events and engagement activities that provide valuable information to customers and non-users in the wider community.
• Organise accessibility trips, particularly for People of Determination, to build their confidence in travelling on the network and public transport.
• Support the management of special events, helping to create a smooth flow of passengers through stations by providing crowd control support.
• Support Customer Service Agents in assisting customers during special service events (and unplanned service disruption) by providing additional information, selling tickets, and active management of crowds.
• On some occasions, supplement the existing pool of Customer Service Agents.
• Create strong relationships with local community groups to remove potential barriers to using public transport, and encourage greater use of the Metro, in particular to People of Determination or new residents who are unfamiliar with the network.
• Raise awareness internally of the difficulties encountered by People of Determination and other customer groups.
• Give safety talks and presentations to primary schools in the areas close to Metro / Tram stations.
• Host drop-in sessions at local supermarkets, community centres and other locations to offer information and advice about travelling on the network, engineering works and accessibility trips.

KNOWLEDGE REQUIRED 

• Should be current users / advocates of the Dubai Metro and Tram.
• Good local knowledge of the area, key stakeholders and contacts.
• Excellent understanding of the network, the services available and initiatives in place that would help to inform communications with customers.

KEY SKILLS

• Confident and outgoing customer-focused individual who is flexible, able to think on their feet and full of initiative.
• Enthusiastic and energetic personality.
• Self-motivated.
• Ability to develop rapport to create good partnerships / contacts.
• As a key first point of contact for customers, you will be the face of Dubai Metro and Tram, so you will be approachable, smart and thrive in a busy and challenging metro environment.
• Good communication and presentation skills.

EXPERIENCES

• Previous experience of working with the local community.
• Experience of working in an environment that required the skills to forge relationships with partnering organisations and interact effectively at all levels.

EDUCATIONNAL QUALIFCATIONS

• Ideally, a person fluent in both Arabic and English. Preferable other languages to meet the needs of the local community include Hindi, Gujarati, Malayalam, Bengali, Chinese, and Urdu.