Etihad Airways Customer Service Officer jobs Etihad Airways

Etihad Airways Hiring – Customer Service Officer, Abu Dhabi

Etihad Airways is hiring a Customer Service Officer to join its Premium Contact Centre in Abu Dhabi, providing leadership and subject matter expertise to uphold the highest service delivery standards for the airline’s premium customers.

  • Position: Customer Service Officer
  • Location: Abu Dhabi, United Arab Emirates
  • Division: Operations & Guest Experience
  • Employment Type: Full-time

Job Description: The Customer Service Officer provides leadership and subject matter expertise within Etihad’s Premium Contact Centre, ensuring the highest service delivery standards for Premium customers. The role supports daily operations, quality monitoring, and training of Premium Guest Relations Agents to uphold Etihad’s brand promise and customer satisfaction goals.

Key Accountabilities

  • Escalation Handling – Acts as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions
  • Coaching & Quality – Supports and coaches Premium Guest Relations Agents on call quality, tone, and service consistency aligned with Etihad’s premium standards
  • Queue Management – Oversees queue performance and assists in managing service levels, call handling times, and adherence
  • VIP & Priority Calls – Handles priority calls, VIP guests, and urgent situations with professionalism and discretion
  • Stakeholder Coordination – Works closely with Concierge, Chauffeur, and Airport Services teams to ensure seamless end-to-end premium service
  • Performance Monitoring – Monitors and analyzes daily performance reports, highlights trends, and recommends corrective actions
  • Training & Onboarding – Supports onboarding and ongoing training, sharing best practices and updates on policies, fares, and premium products
  • Compliance & Accuracy – Maintains data accuracy in all systems and ensures compliance with security, data protection, and quality standards
  • Process Improvement – Contributes to scripting updates and new initiatives that enhance the Premium Contact Centre experience
  • Operational Continuity – Stands in for the Supervisor when required to maintain smooth operations

Qualifications

  • Education: Minimum High School certification or higher
  • Experience: Previous contact centre work experience required

About Etihad Airways: Etihad Airways is the UAE’s national airline, connecting people across continents and cultures from its hub in Abu Dhabi, while pursuing its “Journey 2030” ambition to double its fleet and expand its network.

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