Customer Service Officer

Etihad Airways; Abu Dhabi; On-site; AED 40,000 - 60,000; Full time

Job summary

Etihad Airways is seeking a Customer Service Officer for its Premium Contact Centre in Abu Dhabi. The role centers on delivering seamless, personalized support to valued guests and leading the Premium Guest Relations team in delivering exceptional service.

You will escalate complex cases, coach agents, monitor performance, and coordinate with internal teams to ensure end-to-end premium experiences while maintaining data accuracy and security standards.

Qualifications

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

Responsibilities

• Act as the first escalation point for complex or high-value guest cases needing special handling.
• Handle priority calls and VIP guest interactions with professionalism.
• Stand in for the Supervisor to maintain operational continuity.
• Coach Premium Guest Relations Agents on call quality and service consistency.
• Support onboarding and ongoing training on policies, fares, and premium products.
• Oversee queue performance and assist in meeting service levels and call handling times.
• Coordinate with Concierge, Chauffeur, and Airport Services teams to ensure seamless premium service.
• Contribute to process improvements and new initiatives.

Skills

Customer service

Communication

Leadership

Education

High School diploma

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

As part of our Premium Contact Centre team, you will:

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.

If you have contact centre experience, a passion for customer service, and the confidence to support complex guest interactions, we'd love to hear from you. Please read the requirements below to proceed.

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.