Online Community Specialist

Etihad Aviation Group
Abu Dhabi
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 3+ yearsEducation: certificationSkills: ["Communication","Problem-solving","Investigation","Empathy","Independent work"]

Serve as the voice of the brand across Etihad’s social media and online communities, delivering timely guest care within a defined SLA. Investigate feedback and service concerns in collaboration with internal and airport stakeholders, resolve complex issues, and translate insights from engagement and sentiment into actionable recommendations. Monitor trends and emerging risks to protect and strengthen Etihad’s reputation, while supporting real-time engagement across global stations.

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Etihad Aviation Group
Etihad Aviation Group
1 day ago

Online Community Specialist

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Last checked: 8 hours agoStatus: Live

Job Summary

Serve as the voice of the brand across Etihad’s social media and online communities, delivering timely guest care within a defined SLA. Investigate feedback and service concerns in collaboration with internal and airport stakeholders, resolve complex issues, and translate insights from engagement and sentiment into actionable recommendations. Monitor trends and emerging risks to protect and strengthen Etihad’s reputation, while supporting real-time engagement across global stations.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Deliver exceptional customer care across Etihad’s social media channels and online communities, responding to guest interactions within the defined 15-minute SLA.
  • •Act as a trusted brand ambassador by building relationships with guests to foster loyalty, advocacy, and long-term engagement.
  • •Investigate guest feedback and service concerns with internal stakeholders, airport teams, and operational departments to provide timely, personalized responses.
  • •Take ownership of complex guest issues using judgement and initiative to deliver positive outcomes and restore confidence in the brand.
  • •Analyse customer interactions, service recovery outcomes, and social conversations to identify root causes, recommend improvements, and help prevent future issues.

Key Requirements

  • •Diploma qualification or higher.
  • •Minimum 3 years of experience in Customer Experience, Community Management, Social Media Engagement, Customer Relations, or a similar guest-facing role.
  • •Exceptional verbal and written communication skills, with the ability to adapt tone across audiences and platforms.
  • •Strong problem-solving and investigative skills to make sound decisions in a fast-paced environment.
  • •Ability to handle sensitive customer issues with empathy, professionalism, and composure.
Experience:3+ yearsCustomer experienceCommunity managementSocial media engagementCustomer relations
Education:Certification / Diploma
Skills:CommunicationProblem-solvingInvestigationEmpathyIndependent work
Languages:English (UK)

Company Brief

Etihad Aviation Group
Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2003
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