Contact Centre Agent- UAE Nationals Only

Etihad Aviation Group
Abu Dhabi
Workplace: OnsiteFull timeFunction: SalesEducation: high_schoolSkills: ["Communication","Customer focus","Data confidentiality","Adaptability","Continuous learning"]

Provide exceptional customer support for calls and queue/email interactions, delivering first-call resolution for online booking enquiries such as reservations and ticket issuance/re-issuance. Maintain service quality and customer confidence while meeting individual revenue and service targets. Support continuous improvement by adopting new technologies and staying current on products, policies, and procedures. Ensure data protection and regulatory compliance while collaborating across departments to keep operations running smoothly.

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FursaFursa
Etihad Aviation Group
Etihad Aviation Group
2 days ago

Contact Centre Agent- UAE Nationals Only

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 5 days ago

Job Summary

Provide exceptional customer support for calls and queue/email interactions, delivering first-call resolution for online booking enquiries such as reservations and ticket issuance/re-issuance. Maintain service quality and customer confidence while meeting individual revenue and service targets. Support continuous improvement by adopting new technologies and staying current on products, policies, and procedures. Ensure data protection and regulatory compliance while collaborating across departments to keep operations running smoothly.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Sales
Seniority: Entry level

Key Responsibilities

  • •Handle customer enquiries and provide first-call resolution for the Online Booking Engine (OBE), including reservations, ticket issuance, and re-issuance.
  • •Maintain high-quality customer interactions across calls, emails, and queues to build customer confidence, satisfaction, and loyalty.
  • •Consistently achieve individual performance goals to support team and departmental success.
  • •Support adoption of new technologies and work methods to improve efficiency and service quality.
  • •Safeguard customer and staff information by maintaining confidentiality and accuracy in all bookings while ensuring compliance with company policies and legal/data privacy requirements.

Key Requirements

  • •Deliver first-call resolution for customer enquiries with a focus on reservations and ticketing support.
  • •Minimum secondary education, ideally complemented with courses in reservation and ticketing.
  • •1–2 years of experience preferred, with at least 1 year in airline reservations or contact centre operations.
  • •Understanding of customer interaction standards and contact centre workflows and processes.
  • •Basic knowledge of Sabre or other airline reservation systems is an advantage.
Experience:Airline reservationsContact centre
Education:High School
Skills:CommunicationCustomer focusData confidentialityAdaptabilityContinuous learning
Languages:English (UK)
Tech Stack:Online Booking Engine (OBE)Sabre

Eligibility

Nationality:UAE National

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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