Customer Service Officer Abu Dhabi- Etihad Airways

Ehss; Abu Dhabi; On-site; AED 89,000 - 134,000; Full time

Job summary

Etihad Airways is advertising a Customer Service Officer in their Premium Contact Centre in Abu Dhabi. This full-time role supports high-value guests, handles complex enquiries and assists team performance within Operations & Guest Experience.

The candidate will provide premium customer support, back up colleagues, monitor performance metrics, and coordinate with internal departments to ensure a seamless guest journey while maintaining data security.

Qualifications

• High school certificate or higher.
• Previous contact-centre work experience required.
• Professional communication, customer-service judgement, coaching ability and confidence handling complicated customer situations.

Responsibilities

• Premium customer support: handle complex or sensitive customer cases, including priority enquiries and escalations.
• Support contact-centre colleagues: coach Premium Guest Relations Agents and maintain communication quality.
• Operations and performance: review queue performance, service levels, handling times and contact-centre reports; suggest improvements.
• Work with other Etihad departments: coordinate with Concierge, Chauffeur and Airport Services for a consistent premium travel experience; ensure data protection.

Education

High school certificate or higher

Job description

Etihad Airways has advertised a Customer Service Officer position within its Premium Contact Centre. The full-time role supports high-value guests, complex customer enquiries, service quality and contact-centre team performance.

This is not simply an entry-level telephone operator position. Etihad expects applicants to have previous contact-centre experience and the ability to handle escalated cases while supporting colleagues.

Job Overview

Job title

Customer Service Officer

Employer

Etihad Airways

Division

Operations & Guest Experience

Team

Premium Contact Centre

Location context

Abu Dhabi, UAE

Employment type

Full-time

Education

High school certificate or higher

Experience

Previous contact-centre experience required

Salary

Not disclosed

Deadline

Not specified

About the Position

Etihad’s Premium Contact Centre supports customers who require personalized assistance, including passengers using premium services.

The Customer Service Officer helps maintain service standards, supports the team during demanding situations and coordinates with departments involved in the guest journey.

Although the employer operates from Abu Dhabi, the public vacancy text does not provide an exact office address.

Main Responsibilities

Premium customer support

The selected professional will handle complex or sensitive customer cases, including priority enquiries and situations requiring additional attention.

The role includes supporting VIP passengers and acting as an escalation point when colleagues cannot resolve an issue through routine procedures.

Supporting contact-centre colleagues

The Customer Service Officer coaches Premium Guest Relations Agents and helps maintain consistent communication quality.

Responsibilities also include supporting onboarding, sharing information about airline products and ensuring colleagues understand current policies.

Operations and performance

The employee may review queue performance, service levels, handling times and contact-centre reports.

The position also includes recommending improvements where performance or customer experience could be strengthened.

Working with other Etihad departments

The successful candidate coordinates with internal services such as Concierge, Chauffeur and Airport Services to help deliver a consistent premium travel experience.

Accurate records, information security and customer-data protection are important requirements.

Qualifications and Experience

Etihad lists two explicit minimum requirements:

• High school certification or a higher qualification.
• Previous contact-centre work experience.

The vacancy also emphasizes professional communication, customer-service judgement, coaching ability and confidence handling complicated customer situations.

Applicants should not assume that having only a high school certificate automatically makes them eligible without the required work experience.

Salary and Benefits

The official advertisement does not publish a numerical salary or a position-specific benefits schedule.

Candidates should ask about compensation, shift arrangements and contractual benefits through Etihad’s formal recruitment process.

Tips for a Strong Application

Applicants should prepare examples of resolving escalated complaints, meeting service targets and supporting colleagues.

If you have worked with customer relationship management software or call-centre reporting tools, mention the systems you actually used.

Experience handling confidential customer information or high-priority enquiries may also be relevant.

Frequently Asked Questions

Is previous call-centre experience required?

Yes. Etihad explicitly requires previous contact-centre work experience.

Is this the same job as airport check-in staff?

No. The advertisement is for the Premium Contact Centre, with customer support, escalation and team-coaching responsibilities.

Is the role full-time?

Yes. The employer lists full-time employment.

Is the salary published?

No numerical salary is provided in the vacancy.

Where should candidates apply?

Directly through Etihad’s official SmartRecruiters listing.

Source: Etihad Airways official recruitment advertisement. Reviewed 9 November 2026.