Contact Centre Agent

Role Overview

Contact Centre Agent at Etihad Airways. The role is based at our hub in Abu Dhabi and focuses on delivering exceptional customer support through call handling and first-call resolution while maintaining compliance with company standards and procedures.

Company Overview

Etihad Airways is the UAE's national airline, shaping the future of global aviation. Operating from our hub in Abu Dhabi, we connect people across continents and cultures. Our "Journey 2030" ambition drives us to double our fleet, expand our network, and grow our people for a new era of excellence.

Role Purpose

To deliver exceptional customer support by attending to calls and providing first-call resolution, optimizing customer satisfaction while achieving individual revenue and service targets.

Key Responsibilities

First Call Resolution

• Handle customer enquiries and provide support for the Online Booking Engine (OBE), including reservations, ticket issuance, and re-issuance.

Customer Service Standards

• Maintain high-quality interactions across calls, emails, and queues to build customer confidence, satisfaction, and loyalty.

Revenue & Service Targets

• Consistently achieve individual performance goals, contributing to overall team and departmental success.

Process Improvement

• Support the adoption of new technologies and work methods to enhance efficiency and service quality.

Continuous Learning

• Stay updated on products, services, policies, and procedures.
• Proactively enhance technical expertise.

Data Protection

• Safeguard customer and staff information, ensuring confidentiality and accuracy in all bookings.

Cross-Department Support

• Collaborate with other departments to ensure smooth operations and customer satisfaction.

Regulatory Compliance

• Adhere to company policies and legal requirements, including data privacy and protection.

Qualifications & Experience

• Secondary education minimum qualification required.
• Courses in reservation and ticketing are ideally complemented.
• 1–2 years of customer service experience preferred.
• At least 1 year in airline reservations or contact centre operations.
• Understanding of contact centre workflows, processes, and customer interaction standards.
• Basic knowledge of Sabre or other airline reservation systems is an advantage.

Skills & Competencies

• Strong verbal communication abilities.
• Fluency in English and additional languages as required.
• High level of computer literacy and comfort with digital tools.