Etihad Aviation Group

1 day ago

Customer Service Officer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Provide leadership and subject-matter expertise in Etihad’s Premium Contact Centre, ensuring top service standards for premium customers. Act as the first escalation point for complex or high-value cases, coach Premium Guest Relations Agents on call quality and service consistency, and manage queue performance. Handle VIP and priority calls, monitor daily performance trends, support onboarding and training, and coordinate with Concierge, Chauffeur, and Airport Services for seamless premium service.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide leadership and subject matter expertise within the Premium Contact Centre to uphold service delivery standards.
•Handle escalations for complex/high-value cases and manage VIP/priority calls with professionalism and discretion.
•Coach and support Premium Guest Relations Agents on call quality, tone, and service consistency.
•Oversee queue performance and assist in managing service levels, call handling times, and adherence.
•Monitor daily performance reports, identify trends, recommend corrective actions, and contribute to scripting and process improvements.

Key Requirements

•Minimum High School certification or higher.
•Previous contact centre work experience required.
•Serve as first escalation point for complex or high-value customer cases requiring special handling or policy exceptions.
•Maintain data accuracy in systems and comply with security, data protection, and quality standards.
•Support onboarding and ongoing training by sharing best practices and updates on policies, fares, and premium products.

Experience:Contact centreCustomer service

Education:High School

Skills:LeadershipCoachingQuality monitoringProfessionalismStakeholder coordination

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

Glassdoor: 3.6

Website LinkedIn Glassdoor

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Etihad Aviation Group

1 day ago

Customer Service Officer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide leadership and subject matter expertise within the Premium Contact Centre to uphold service delivery standards.
•Handle escalations for complex/high-value cases and manage VIP/priority calls with professionalism and discretion.
•Coach and support Premium Guest Relations Agents on call quality, tone, and service consistency.
•Oversee queue performance and assist in managing service levels, call handling times, and adherence.
•Monitor daily performance reports, identify trends, recommend corrective actions, and contribute to scripting and process improvements.

Key Requirements

•Minimum High School certification or higher.
•Previous contact centre work experience required.
•Serve as first escalation point for complex or high-value customer cases requiring special handling or policy exceptions.
•Maintain data accuracy in systems and comply with security, data protection, and quality standards.
•Support onboarding and ongoing training by sharing best practices and updates on policies, fares, and premium products.

Experience:Contact centreCustomer service

Education:High School

Skills:LeadershipCoachingQuality monitoringProfessionalismStakeholder coordination

Languages:English (UK)

Company Brief

Etihad Aviation Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor