Online Community Specialist

Etihad Airways; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading airline based in Abu Dhabi is seeking an Online Community Specialist to manage social media interactions and enhance guest loyalty. The ideal candidate should have a diploma and at least 3 years of experience in community management or customer experience. Responsibilities include monitoring online channels, conducting investigations into guest feedback, and analyzing trends to improve service. A strong understanding of social media and excellent communication skills are essential.

Qualifications

• At least 3 years of experience in a customer experience or community management role.
• Proven ability to solve guest issues and make prompt decisions.
• Ability to analyze outcomes and recommend improvements.

Responsibilities

• Monitor Etihad social channels and forums for guest interactions.
• Develop relationships with key guests to foster loyalty.
• Conduct investigations regarding guest feedback.

Skills

Excellent communication skills

Strong understanding of social media trends

Customer service orientation

Education

Minimum of a Diploma (2 years or more)

Job description

Synopsis

The Online Community Specialist must be capable of working under minimal supervision, using their own initiative to achieve a ‘win-win’ solution, make prompt decisions, and solve guest issues.

Accountabilities

• Ensure that all Etihad social channels and forums are monitored, using creative responses and providing best-in-class customer service, with all interactions responded to within a 15-minute SLA.
• Develop strong relationships with key guests to foster loyalty to the Etihad brand and retain their business.
• Conduct investigations via email, telephone, or personally with departments and stations regarding guest feedback, and assess the information to generate appropriate responses.
• Analyze first response outcomes and recommend procedures to improve service recovery, investigative methods, and prevent future reoccurrences.
• Identify trends and hot topics within the online social media community to optimize and enhance Etihad's reputation, as well as drive sales leads, awareness, and engagement.
• Share guest feedback positively with key stakeholders to identify opportunities for improving standards and procedures, promoting Etihad as a caring airline.

Education & Experience

• Minimum of a Diploma (2 years or more).
• At least 3 years of experience in a customer experience or community management role.
• Excellent communication skills.
• Strong understanding of social media trends and community building.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was established in 2003 and has become one of the world's leading airlines. Based in Abu Dhabi, Etihad operates passenger and cargo flights to destinations across the Middle East, Africa, Europe, Asia, Australia, and North America. Through codeshare agreements, it offers access to hundreds of international destinations. Etihad has received numerous awards for its service, products, cargo offerings, and loyalty programs. As part of its Journey 2030 strategy, the airline aims to double its fleet size and triple its customer base within six years, striving to be the airline everyone wants to fly with.

To learn more, visit etihad.com

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