Customer Service Officer

Etihad food group; Abu Dhabi; On-site; AED 67,000 - 112,000; Full time

Job summary

Etihad Airways is seeking a Customer Service Officer within our Premium Contact Centre in Abu Dhabi. You will respond to high-value guests with personalized service, handle complex cases, and maintain premium standards.

You will coach agents, monitor performance, and coordinate with Concierge, Chauffeur, and Airport Services to ensure end-to-end guest journeys. Experience in contact centres and a passion for excellence are required.

Qualifications

• Minimum High School certification or above.
• Previous contact centre work experience required.
• Experience with premium or VIP guest service is preferred.

Responsibilities

• Lead and escalate premium service excellence and handle high-value guest cases.
• Coach Premium Guest Relations Agents on call quality, tone, and service consistency.
• Oversee queue performance, service levels, and call handling times; analyze daily reports for trends.

Education

High School certification or above

Job description

Be the Voice Behind Etihad's Premium Experience

At Etihad, exceptional service is at the heart of everything we do. As a Customer Service Officer within our Premium Contact Centre, you will play a key role in delivering seamless, personalized support to some of our most valued guests.

This role is ideal for professionals with previous contact centre experience who are passionate about customer service, thrive in a fast-paced environment, and enjoy coaching others while delivering outstanding guest experiences.

What You Will Do

Lead and Support Premium Service Excellence

• Act as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions.
• Handle priority calls, VIP guests, and urgent situations with professionalism and discretion.
• Stand in for the Supervisor when required to maintain operational continuity.

Coach and Develop Team Performance

• Support and coach Premium Guest Relations Agents on call quality, tone, and service consistency aligned with Etihad’s premium standards.
• Support onboarding and ongoing training, sharing best practices and updates on policies, fares, and premium products.

Drive Operational Performance

• Oversee queue performance and assist in managing service levels, call handling times, and adherence.
• Monitor and analyse daily performance reports, highlight trends, and recommend corrective actions.

Deliver a Seamless Premium Guest Journey

• Coordinate with key internal stakeholders such as Concierge, Chauffeur, and Airport Services teams to ensure end-to-end premium service continuity.
• Maintain data accuracy in all systems and ensure compliance with security, data protection, and quality standards.

Contribute to Continuous Improvement

• Contribute to process improvements, scripting updates, and new initiatives that enhance the Premium Contact Centre experience.

Why You'll Enjoy This Role

This position offers the opportunity to:

• Work with Etihad's premium products and services.
• Handle high-profile and VIP guest interactions.
• Develop leadership and coaching experience.
• Contribute directly to service excellence and customer satisfaction.
• Be part of a team that shapes the premium travel experience for guests around the world.

Qualifications

Education & Experience

• Minimum High School certification or anything above
• Previous contact centre work experience required.

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com