Customer Service Officer (Jordan)

Etihad Aviation Group
Amman
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Problem-solving","Service excellence","Communication","Professionalism","Empathy"]

Serve as a subject matter expert in Etihad’s Premium Contact Centre, handling complex guest escalations and priority VIP requests with professionalism and discretion. Coach and mentor Premium Guest Relations Agents to maintain service quality and brand standards. Monitor queue performance and operational service levels, analyze customer feedback and trends for improvements, and support continuous processes, knowledge updates, and compliance with policies and data protection requirements.

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Etihad Aviation Group
Etihad Aviation Group
1 day ago

Customer Service Officer (Jordan)

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Last checked: 4 hours agoStatus: Live

Job Summary

Serve as a subject matter expert in Etihad’s Premium Contact Centre, handling complex guest escalations and priority VIP requests with professionalism and discretion. Coach and mentor Premium Guest Relations Agents to maintain service quality and brand standards. Monitor queue performance and operational service levels, analyze customer feedback and trends for improvements, and support continuous processes, knowledge updates, and compliance with policies and data protection requirements.
Location: Amman
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Serve as the primary escalation point for complex, sensitive, or high-value guest interactions and deliver effective resolutions.
  • •Support and mentor Premium Guest Relations Agents with ongoing coaching, guidance, and feedback on service quality and brand standards.
  • •Monitor operational performance, including queues, service levels, productivity, and adherence to ensure seamless guest experiences.
  • •Personally manage priority guest requests, VIP interactions, and time-critical situations with professionalism, empathy, and discretion.
  • •Analyze performance data, customer feedback, and operational trends to identify improvement opportunities and recommend actions for enhanced service delivery.

Key Requirements

  • •High School Certificate required; Diploma or Bachelor's degree is an advantage.
  • •Previous experience in a contact centre, customer service, hospitality, aviation, or travel environment is essential.
  • •Proven ability to deliver exceptional customer experiences while handling a high volume of enquiries in a fast-paced environment.
  • •Experience supporting premium, VIP, or high-value customers is highly desirable.
  • •Strong communication skills and a passion for providing world-class service.
Experience:Contact centreCustomer serviceHospitalityAviationTravel
Education:High School
Skills:Problem-solvingService excellenceCommunicationProfessionalismEmpathy
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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