Online Community Specialist

Position Overview

At Etihad, every interaction with a guest represents a chance to build meaningful connections and deliver outstanding experiences. The Online Community Specialist role involves being the digital voice of Etihad across social and online platforms, converting guest interactions into enduring relationships and ensuring exemplary service beyond the flight experience.

Key Responsibilities

• Provide excellent customer care through Etihad’s social media channels and online communities, responding to guest inquiries within a 15-minute service level agreement.
• Serve as a reliable brand ambassador, cultivating strong guest relationships to encourage loyalty, advocacy, and ongoing engagement with Etihad.
• Investigate customer feedback and service concerns by collaborating with internal departments such as airport teams and operations to find effective solutions and deliver tailored responses promptly.
• Manage complex guest issues by exercising sound judgment and initiative to achieve positive resolutions that reinforce confidence in Etihad’s brand.
• Analyze customer interactions and service recovery results to determine root causes, suggest enhancements, and help avoid recurring problems.
• Monitor conversations on social media, emerging trends, and relevant industry topics to identify opportunities to enhance brand reputation, customer participation, and business outcomes.
• Convert guest feedback into actionable insights, sharing recommendations with key stakeholders to support ongoing improvements throughout the customer journey.
• Assist operational teams and international stations with immediate guest issues and social media engagement.
• Track and report community engagement metrics, sentiment, trends, and potential risks to aid informed decision-making.
• Actively engage online communities to reinforce Etihad’s digital presence and grow brand awareness via personalized interactions.

Required Qualifications and Experience

• Possession of a diploma or higher educational qualification.
• At least three years’ experience in roles involving customer experience, community management, social media engagement, customer relations, or similar guest-facing areas.
• Outstanding verbal and written communication skills with the adaptability to modify tone for various audiences and platforms.
• Proven problem-solving and analytical abilities, coupled with confidence in making sound decisions in fast-moving environments.
• Experience in handling sensitive customer situations with empathy, professionalism, and composure.
• Strong enthusiasm for social media, digital engagement, and cultivating online communities.
• Thorough understanding of social media trends, digital culture, and evolving customer expectations.
• Capability to analyze feedback and data to extract insights, identify trends, and pinpoint chances for service enhancement.
• A self-driven, proactive approach with the ability to work independently while effectively collaborating across global teams.

Additional Information

Why Join Etihad?
Become part of a team transforming the future of air travel. At Etihad, you will influence the guest experience meaningfully, operate in a dynamic international setting, and contribute to conversations that foster loyalty, trust, and advocacy for a leading global airline.

Etihad Airways is the national airline of the UAE, advancing global aviation by connecting diverse cultures and continents from its Abu Dhabi hub. The company pursues its “Journey 2030” vision to expand its fleet, network, and personnel toward a new standard of excellence. Join Etihad to work in a global environment where extraordinary experiences take flight.

Recruitment Fraud Notice
Be alert to bogus employment offers from sources claiming affiliation with Etihad. The company never requests personal information, banking details, or payments during hiring procedures. Official interviews occur face-to-face or by video/telephone prior to formal offers. If solicited for money, consider the offer fraudulent.