Premium Guest Relations Rep

Role Overview

Premium Guest Relations Rep at Etihad Airways. Deliver exceptional, personalised, and seamless service experience to Etihad's Premium passengers through the Contact Center, ensuring every interaction reflects the premium standards of the airline.

Company Overview

Etihad Airways is the UAE's national airline, shaping the future of global aviation. From the hub in Abu Dhabi, Etihad connects people across continents and cultures, driving the "Journey 2030" ambition to double the fleet, expand the network, and grow people for a new era of excellence.

Role Purpose

Support loyalty, satisfaction, and revenue growth by managing premium passenger queries and requests with professionalism, discretion, and empathy. Anticipate passenger needs and proactively offer tailored solutions that enhance the customer journey while upholding Etihad's Premium brand reputation.

Key Responsibilities

Customer Service & Support

• Manage premium passenger queries and requests via phone, email, or chat with professionalism, discretion, and empathy.
• Provide accurate information and assistance across reservations, upgrades, ticketing, and special services, ensuring premium care at every step.
• Anticipate passenger needs and proactively offer tailored solutions or upselling opportunities that enhance the customer journey.
• Demonstrate expert knowledge of Etihad's premium products, policies, and procedures to resolve complex customer issues efficiently.

Operations & Coordination

• Liaise with internal departments (Airport Services, Concierge, Chauffeur, etc.) to ensure seamless delivery of premium experiences.
• Maintain complete and accurate records of interactions in accordance with data protection and service standards.

Excellence & Brand Reputation

• Uphold service excellence benchmarks, contributing to Etihad's Premium brand reputation and customer loyalty.

Qualifications & Experience

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

Additional Information

• Full details are available on the employer's original posting.