Customer Service Officer

Role Overview

Customer Service Officer at Etihad Airways, Premium Contact Centre. This role is based in Abu Dhabi, United Arab Emirates.

Company Overview

Etihad Airways is the UAE's national airline, operating from its hub in Abu Dhabi. The airline connects people across continents and cultures and is executing a "Journey 2030" ambition to double its fleet, expand its network, and grow its people for a new era of excellence.

Role Purpose

Deliver seamless, personalized support to Etihad's most valued premium guests by serving as a first escalation point for complex cases, coaching team members on premium service standards, and driving operational performance within the Premium Contact Centre.

Key Responsibilities

Premium Service Excellence

• Act as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions.
• Handle priority calls, VIP guests, and urgent situations with professionalism and discretion.
• Stand in for the Supervisor when required to maintain operational continuity.

Team Coaching and Development

• Support and coach Premium Guest Relations Agents on call quality, tone, and service consistency aligned with Etihad's premium standards.
• Support onboarding and ongoing training, sharing best practices and updates on policies, fares, and premium products.

Operational Performance

• Oversee queue performance and assist in managing service levels, call handling times, and adherence.
• Monitor and analyse daily performance reports, highlight trends, and recommend corrective actions.

Guest Journey Coordination

• Coordinate with key internal stakeholders such as Concierge, Chauffeur, and Airport Services teams to ensure end-to-end premium service continuity.
• Maintain data accuracy in all systems and ensure compliance with security, data protection, and quality standards.

Continuous Improvement

• Contribute to process improvements, scripting updates, and new initiatives that enhance the Premium Contact Centre experience.

Qualifications & Experience

• Minimum High School certification or equivalent qualification.
• Previous contact centre work experience required.

Skills & Competencies

• Customer service expertise with a passion for delivering exceptional guest experiences.
• Ability to thrive in a fast-paced environment.
• Coaching and mentoring capability.
• Leadership and supervisory readiness.
• Confidence in handling complex guest interactions.
• Data accuracy and compliance awareness.

Additional Information

This role is ideal for professionals with previous contact centre experience who are passionate about customer service, thrive in fast-paced environments, and enjoy coaching others while delivering outstanding guest experiences.