Customer Service Officer at Etihad Airways, Abu Dhabi

About the Role

Etihad Airways is seeking a Customer Service Officer to join its Premium Contact Centre based in Abu Dhabi. This position plays a vital role in providing expert leadership and subject matter expertise to ensure the delivery of superior service to the airline’s premium clients.

Primary Responsibilities

• Serve as the initial escalation contact for complex or high-value customer issues needing special consideration or exceptions to policy.
• Coach and support Premium Guest Relations Agents to maintain high standards in call quality, tone, and consistent service aligned with Etihad's premium brand promise.
• Supervise queue performance, monitor service levels, control call handling times, and ensure adherence to set standards.
• Manage priority and VIP calls and handle urgent situations with professionalism and confidentiality.
• Collaborate closely with Concierge, Chauffeur, and Airport Services teams to deliver seamless premium customer experiences.
• Analyze daily performance reports, detect patterns, and suggest improvements as needed.
• Facilitate onboarding and continuous training for team members, including policy, fare, and product updates.
• Ensure data accuracy in all operational systems and comply fully with security, data protection, and quality requirements.
• Participate in process enhancements, including script revisions to improve the Premium Contact Centre function.
• Assume supervisory duties as necessary to guarantee operational continuity.

Qualifications

• Minimum education level required is a High School certificate or equivalent.
• Previous experience working in a contact centre environment is essential.

Additional Information

Etihad Airways serves as the national airline of the United Arab Emirates, connecting global travelers from its Abu Dhabi hub and pursuing significant strategic growth goals by 2030. Candidates should be vigilant against recruitment fraud; Etihad Airways does not request personal or financial details or payment during hiring.