Premium Guest Experience Lead & Coach

Etihad food group; Abu Dhabi; In loco; AED 60.000 - 120.000; Tempo pieno

Descrizione del lavoro

Etihad Airways is seeking a Customer Service Officer for our Premium Contact Centre in Abu Dhabi. You will deliver seamless, personalized support to high-value guests, escalate complex cases, and stand in for the supervisor when needed.

You will coach agents, help onboard new team members, monitor performance, and coordinate with Concierge, Chauffeur, and Airport Services to ensure a flawless premium guest journey.

Competenze

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

Mansioni

• Act as the first escalation point for complex or high-value guest cases requiring special handling or policy exceptions.
• Handle priority calls, VIP guests, and urgent situations with professionalism.
• Stand in for the Supervisor when required to maintain operational continuity.
• Coach Premium Guest Relations Agents on call quality, tone, and service consistency.
• Support onboarding and ongoing training, sharing updates on policies, fares, and premium products.
• Oversee queue performance and assist in managing service levels, call handling times, and adherence.
• Coordinate with 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 process improvements, scripting updates, and new initiatives that enhance the Premium Contact Centre experience.

Conoscenze

Customer service

Communication

Coaching

Leadership

Conflict resolution

Formazione

High School

Descrizione del lavoro

Etihad Airways is seeking a Customer Service Officer for our Premium Contact Centre in Abu Dhabi. You will deliver seamless, personalized support to high-value guests, escalate complex cases, and stand in for the supervisor when needed.

You will coach agents, help onboard new team members, monitor performance, and coordinate with Concierge, Chauffeur, and Airport Services to ensure a flawless premium guest journey.