Job description
Role Overview
VIP Service Agent at Etihad Airways, based in Abu Dhabi. Handle and manage all bookings and related travel journeys for the team's customer circle (VIP, CIP, Khaas/Exclusive members, and Residence), providing a wide range of travel services and support with immediate service recovery authority.
Company Overview
Etihad Airways is the UAE's national airline, shaping the future of global aviation from its hub in Abu Dhabi. The airline connects people across continents and cultures while pursuing the "Journey 2030" ambition to double its fleet, expand its network, and grow its people for a new era of excellence.
Role Purpose
Deliver exceptional, personalized service to Etihad's most valued customers by managing their complete travel journeys, resolving issues with authority and speed, and maintaining the highest standards of customer confidence, satisfaction, and loyalty across the global Etihad network.
Key Responsibilities
Booking and Reservations Management
- Handle all VIP, CIP, Khaas/Exclusive, and Residence bookings, enquiries, and online booking engine support through technical expertise in reservations, ticket issuance, and re-issuance.
- Manage all redemption bookings, enquiries, and requests related to Etihad Guest for the team's customer circle.
- Maintain guests' travel preferences database and manage delivery on all their journeys.
Special Requests and Coordination
- Handle all special requests, including charter flights and helicopter services, for the team's customer circle in coordination with other service delivery areas such as Network Planning and Hala Abu Dhabi.
Journey Management and Relationship Building
- Manage the entire travel journey related to the team's customer circle or Residence bookings across the global Etihad network.
- Build strong relationships with service delivery areas and exercise influencing skills to ensure first-class handling.
Service Recovery and Issue Resolution
- Take immediate service recovery decisions and determine quick-fixes to resolve major and minor issues related to guests' travel experience.
Customer Service Standards
- Comply with set standards of inspirational customer service, including quality of speech, call attendance, email handling, and queue management.
- Provide exceptional personalized service to ensure customer confidence, satisfaction, and loyalty.
Administrative and Operational
- Manage guests' email and queue.
- Produce daily shift reports and ensure proper handover of tasks to the next shift.
Data Protection and Compliance
- Maintain data protection and confidentiality for the team's customer circle, ensuring attention to detail in all bookings.
Qualifications & Experience
- Education to at least secondary level or high school graduation; preferably with courses in reservation and ticketing.
- Three years of contact centre experience with strong customer service skills.
- Fluency in Arabic is required.
Additional Information
- Fluency in Arabic is required.