Contact Centre Agent

Job Overview

Join Etihad as a Contact Centre Agent to provide outstanding customer service by resolving inquiries promptly and accurately. This role focuses on optimizing customer experience while meeting individual service and revenue objectives in a fast-paced airline environment.

Key Responsibilities

• Deliver first-call resolutions by handling customer questions specifically about the Online Booking Engine (OBE), including tasks like reservations, ticket issuing, and re-issuance.
• Maintain superior customer service quality across multiple communication channels such as calls, emails, and queues to foster customer trust and loyalty.
• Consistently meet or exceed personal revenue and service targets, contributing to team and organizational success.
• Encourage adoption of new technologies and improved working methods to boost service efficiency and quality.
• Continuously expand your knowledge of products, procedures, and policies to enhance technical skills.
• Ensure confidentiality and accuracy of customer and staff data in booking processes, complying with data protection standards.
• Collaborate with other departments to maintain smooth operations and achieve high customer satisfaction.
• Strictly follow company guidelines and legal standards including data privacy and protection regulations.

Qualifications and Experience

• Minimum education level: Secondary education, with additional training in reservation and ticketing preferred.
• 1–2 years of customer service experience, ideally including a minimum of 1 year in airline reservation systems or contact centre operations.
• Familiarity with contact centre workflows and customer service protocols.
• Basic knowledge of Sabre or similar airline reservation technologies is advantageous.
• Excellent spoken English communication skills; proficiency in additional languages is an asset.
• Strong computer skills and comfort with digital tools and platforms.

Additional Information

Etihad Airways is the UAE’s national airline championing innovation and growth in global aviation. Operating from Abu Dhabi, we connect diverse cultures worldwide and are committed to expanding our fleet and networks by 2030. Become part of a visionary team where extraordinary experiences are a daily reality.

Security Notice

Beware of recruitment scams claiming to represent Etihad. The company never requests personal banking details or payments as part of hiring. Official interviews are conducted face-to-face or through video/telephone calls only. Report any suspicious demands for money as fraudulent.