Contact Centre Agent

Job Overview

Join as a Contact Centre Agent delivering exceptional customer service through phone support. Handle inquiries related to the Online Booking Engine, including managing bookings and ticket issuance while ensuring first-call resolution and adherence to company procedures. Aim to maximize customer satisfaction and meet individual revenue and service targets.

Key Duties

• Resolve customer questions and support needs on the first call, especially concerning reservations and ticket management via the Online Booking Engine.
• Maintain exemplary service quality during interactions across calls, emails, and other communication channels to foster customer trust and loyalty.
• Consistently achieve personal performance metrics contributing to overall team objectives.
• Assist in implementing new technologies and processes to improve operational efficiency and service standards.
• Keep abreast of product details, policies, and procedures to continually upgrade technical knowledge.
• Ensure confidentiality and accuracy in handling customer and staff data throughout booking processes.
• Work collaboratively with multiple departments to ensure seamless customer experiences.
• Comply rigorously with organizational policies and legal requirements, including data privacy regulations.

Candidate Profile

• Minimum Secondary Education with additional qualifications in reservation and ticketing preferred.
• 1 to 2 years of customer service experience, ideally including at least 1 year in airline reservations or contact centre environments.
• Familiarity with contact centre workflows and customer interaction standards.
• Basic working knowledge of airline reservation systems such as Sabre advantageous.
• Excellent verbal communication skills in English; additional languages are beneficial.
• Strong digital literacy and comfort with technology tools.

Additional Details

Etihad Airways represents a leading force in global aviation headquartered in Abu Dhabi, pursuing ambitious growth targets through its "Journey 2030" initiative. This role offers an opportunity to join a company where a diverse and global workplace fosters extraordinary experiences.

Recruitment Notice: Beware of scams impersonating Etihad Airways recruitment. Official processes do not require payments or sensitive information upfront. Official interviews are conducted personally or remotely. Report suspicious activities immediately.

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