Premium Guest Relations Lead

Etihad food group; Abu Dhabi; On-site; AED 67,000 - 112,000; Full time

Job summary

Etihad Airways is seeking a Customer Service Officer within our Premium Contact Centre in Abu Dhabi. You will respond to high-value guests with personalized service, handle complex cases, and maintain premium standards.

You will coach agents, monitor performance, and coordinate with Concierge, Chauffeur, and Airport Services to ensure end-to-end guest journeys. Experience in contact centres and a passion for excellence are required.

Qualifications

• Minimum High School certification or above.
• Previous contact centre work experience required.
• Experience with premium or VIP guest service is preferred.

Responsibilities

• Lead and escalate premium service excellence and handle high-value guest cases.
• Coach Premium Guest Relations Agents on call quality, tone, and service consistency.
• Oversee queue performance, service levels, and call handling times; analyze daily reports for trends.

Education

High School certification or above

Job description

Etihad Airways is seeking a Customer Service Officer within our Premium Contact Centre in Abu Dhabi. You will respond to high-value guests with personalized service, handle complex cases, and maintain premium standards.

You will coach agents, monitor performance, and coordinate with Concierge, Chauffeur, and Airport Services to ensure end-to-end guest journeys. Experience in contact centres and a passion for excellence are required.