Requirements
Requires a Bachelor's degree or equivalent and 2-3 years of experience in guest relations, customer service, hospitality, aviation, or a similar customer-facing role. Must have experience handling guest complaints and service recovery processes. Proficiency in English communication, customer service orientation, problem-solving, and Microsoft Office is essential.
Description
Job description / Role
Job Type
Full Time
Job Location
UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Travel, Hotel & Tourism
Key purpose
Provide exceptional support to guests by investigating and responding to feedback in a timely, professional, and empathetic manner. Build positive relationships with guests to transform negative experiences into positive outcomes while protecting and enhancing Etihad Airways' reputation and brand.
Accountabilities
Investigate and resolve guest feedback and complaints in a timely and professional manner.
Communicate with guests through the most appropriate channels, managing expectations and preventing escalation.
Collaborate with internal stakeholders to identify root causes and drive effective resolutions.
Ensure compliance with company policies and regulatory requirements, including data privacy and data protection.
Manage service recovery budgets responsibly and apply compensation in line with company guidelines.
Exercise sound judgment when handling complex cases, compensation requests, and conflict situations.
Apply a strong understanding of Etihad policies, procedures, and service standards to deliver effective outcomes.
Balance guest satisfaction with business needs while protecting and enhancing the Etihad brand.
Qualifications
Bachelor's degree or equivalent qualification.
Minimum 2-3 years of experience in guest relations, customer service, hospitality, aviation, or a similar customer-facing environment.
Experience handling guest complaints and service recovery processes.
Knowledge, skills & competencies
Excellent verbal and written communication skills in English.
Additional language proficiency is an advantage.
Strong customer service orientation and guest advocacy mindset.
Ability to handle challenging situations with professionalism and empathy.
Strong interpersonal, influencing, and problem-solving skills.
Proficiency in Microsoft Office applications and customer service systems.
Ability to work effectively in a fast-paced, multicultural environment.
Additional information
Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.
Recruitment fraud alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video or telephone before any formal offer. If you are asked for money, please treat it as fraudulent.
About the Company
Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.
With Etihad, everyone who flies with us is welcomed as our guest.
This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.
Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.
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