Contact Centre Agent- UAE Nationals Only

Role Overview

Contact Centre Agent with Etihad Airways, UAE Nationals Only. Based in Abu Dhabi, this role delivers 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 a hub in Abu Dhabi, the airline connects people across continents and cultures. The organization is pursuing its "Journey 2030" ambition to double its fleet, expand its network, and grow its people for a new era of excellence.

Role Purpose

Optimize customer satisfaction and loyalty by providing first-call resolution on customer enquiries, managing individual revenue and service targets, and ensuring all interactions meet company standards and procedures.

Key Responsibilities

Customer Service

• Handle customer enquiries and provide support for the Online Booking Engine (OBE), including reservations, ticket issuance, and re-issuance.
• Maintain high-quality interactions across calls, emails, and queues to build customer confidence, satisfaction, and loyalty.
• Collaborate with other departments to ensure smooth operations and customer satisfaction.

Performance & Targets

• Consistently achieve individual performance goals, contributing to overall team and departmental success.
• Support revenue and service targets through effective call handling and customer engagement.

Compliance & Data Protection

• Safeguard customer and staff information, ensuring confidentiality and accuracy in all bookings.
• Adhere to company policies and legal requirements, including data privacy and protection regulations.

Continuous Improvement

• Support the adoption of new technologies and work methods to enhance efficiency and service quality.
• Stay updated on products, services, policies, and procedures; proactively enhance technical expertise.

Qualifications & Experience

• Secondary Education: Minimum qualification required, ideally complemented with courses in reservation and ticketing.
• Customer Service Background: 1–2 years of experience preferred, with at least 1 year in airline reservations or contact centre operations.
• Contact Centre Knowledge: Understanding of workflows, processes, and customer interaction standards.
• Reservation Systems: Basic knowledge of Sabre or other airline reservation systems is an advantage.

Skills & Competencies

• Communication Skills: Strong verbal communication abilities, with fluency in English and additional languages as required.
• Technical Proficiency: High level of computer literacy and comfort with digital tools.