Premium Guest Experience Lead

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

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.