Requirements
Education to at least secondary level / high school graduation is required, preferably with courses in reservation and ticketing. Post holder must have 3 years contact centre experience with strong customer service skills. Fluency in Arabic is required.
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
Job description
Synopsis
Handle and manage all bookings and related travel journeys for the team's customer circle (VIP, CIP and Khaas/Exclusive members) and residence. Provide a wide range of travel services and support. Take immediate service recovery decisions and determine quick fixes to put issues related to clients' travel experience right, and to resolve major and minor issues.
Accountabilities
Handle all VIP, CIP, Khaas/Exclusive and residence bookings, enquiries, and online booking engine support, through application of 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.
Handle all special requests (i.e. charter flights, helicopter services, etc.) for the team's customer circle in coordination with other service delivery areas (i.e. Network Planning, Hala Abu Dhabi).
Manage the entire travel journey related to the team's customer circle or residence bookings across the global Etihad network. This task includes strong relationship building with service delivery areas and influencing skills to ensure first class handling.
Take immediate service recovery decisions and determine quick fixes to put issues related to guests' travel experience right, and to resolve major and minor issues.
Manage guests' email/queue, produce daily shift reports and ensure proper handover of tasks to the next shift.
Maintain guests' travel preferences database and manage the delivery on all their journeys.
Comply with set standards of inspirational customer service (e.g. quality of speech, call attendance, emails, handling queues, emails, etc.) for guests, providing exceptional personalised service in order to ensure customer confidence, satisfaction, and loyalty.
Maintain data protection and confidentiality for the team's customer circle, ensuring attention to detail in all bookings.
Qualifications
Education & experience
Education to at least secondary level / high school graduation is required, preferably with courses in reservation and ticketing.
Post holder must have 3 years contact centre experience with strong customer service skills.
Fluency in Arabic is required.
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/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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