Contact Centre Agent

Etihad Aviation Group
Abu Dhabi
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsEducation: high_schoolSkills: ["Communication","Customer service","Confidentiality"]

Handle customer enquiries in the contact centre and deliver first-call resolutions for online booking support, including reservations and ticket issuance/re-issuance. Maintain high-quality customer service across calls, emails, and queues while meeting individual revenue and service targets. Support process improvements, continuously learn policies and products, protect customer data, and collaborate cross-departmentally to ensure smooth operations and compliance.

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FursaFursa
Etihad Aviation Group
Etihad Aviation Group
3 days ago

Contact Centre Agent

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Handle customer enquiries in the contact centre and deliver first-call resolutions for online booking support, including reservations and ticket issuance/re-issuance. Maintain high-quality customer service across calls, emails, and queues while meeting individual revenue and service targets. Support process improvements, continuously learn policies and products, protect customer data, and collaborate cross-departmentally to ensure smooth operations and compliance.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle customer enquiries and provide first-call resolution for online booking support, including reservations, ticket issuance, and re-issuance.
  • •Maintain high-quality interactions across calls, emails, and queues to build customer confidence, satisfaction, and loyalty.
  • •Consistently achieve individual performance goals that contribute to team and departmental success.
  • •Support adoption of new technologies and work methods to improve efficiency and service quality.
  • •Safeguard customer and staff information while adhering to company policies, legal requirements, and data privacy obligations.

Key Requirements

  • •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 contact centre workflows, processes, and customer interaction standards.
  • •Basic knowledge of Sabre or other airline reservation systems (advantage).
  • •Strong verbal communication skills with fluency in English and additional languages as required.
Experience:1-2 years
Education:High School
Skills:CommunicationCustomer serviceConfidentiality
Languages:English (UK)
Tech Stack:Online Booking Engine (OBE)SabreDigital tools

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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