Guest Relations Officer

Etihad; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

Etihad Airways is looking for a Guest Relations Officer to enhance the guest experience by effectively managing and resolving customer complaints. This role requires excellent communication skills, customer service experience, and the ability to work under pressure. Join a leading airline renowned for superior service and be part of their ambitious growth strategy as they aim to triple their customer base.

Qualifications

• Minimum 3 years customer service experience in the airline industry.
• Excellent written and oral communication skills in English.
• Pro-active and attentive to details.

Responsibilities

• Investigate and respond to guest feedback in a timely manner.
• Manage guest expectations and avoid conflict escalation.
• Engage stakeholders to investigate complaints.
• Adhere to data protection and company regulatory requirements.

Skills

Communication

Customer-centric

Attention to detail

Education

Diploma

Job description

Synopsis

Let your career take off with the World’s Leading Airline, Etihad Airways. Work in the forefront of the airline and travel industry, with the airline that has reimagined the flying experience through its pioneering products and services.

As a Guest Relations Officer, you will investigate and respond to guest feedback in a timely and appropriate manner. You will adhere to SLAs and manage the relationship with guests to help turn a negative experience into a positive one, whilst protecting Etihad’s brand.

Accountabilities

• Fully investigate and resolve the issue, speaks persuasively and convincingly and produces clear concise, error free writing, free of punctuation or grammatical errors
• Manage the expectations of the guest throughout, using the most appropriate channel and avoid conflict escalation
• Engage with stakeholders and fully investigate the root cause of the complaint
• Adhere to company regulatory requirements such as data protection, data privacy etc
• Ensure careful use of allocated budget used for service recovery
• Use sound judgement when making decisions in complex queries, cases, compensation or conflict resolution
• Sufficiently understands EY policies and processes to work efficiently and effectively
• Clearly understands the implications of situations and uses sound judgement when making decisions for complex queries, cases, compensation or conflict resolution
  
  

Education & Experience

• Diploma preferred
• Minimum of 3 years customer service experience, preferably within contact centre in the airline industry
• Excellent communication skills (oral, written) in English, other European languages is an advantage (Spanish, German, Italian, Chinese, etc.)
• Pro-active, attentive to details and customer-centric
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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