Premium Guest Relations Leader for VIP & Escalations

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

Job summary

A leading airline in the UAE is seeking a professional to lead and enhance the Premium Contact Centre operations. This role involves ensuring exceptional service delivery to premium customers, coaching Guest Relations Agents, and managing performance. Candidates should have a high school diploma and previous contact center experience. The selected candidate will play a pivotal role in maintaining Etihad’s reputation for quality and customer satisfaction.

Qualifications

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

Responsibilities

• Act as the first escalation point for complex customer cases.
• Coaching Premium Guest Relations Agents on service standards.
• Oversee queue performance and manage service levels.
• Handle priority calls and VIP guests professionally.
• Coordinate with internal teams to ensure premium service.
• Monitor performance reports and recommend improvements.
• Support onboarding and share best practices.
• Maintain data accuracy and compliance with standards.
• Contribute to process improvements and new initiatives.

Skills

Customer service expertise

Coaching and training

Quality monitoring

Analytical skills

Effective communication

Education

High School certification or above

Job description

A leading airline in the UAE is seeking a professional to lead and enhance the Premium Contact Centre operations. This role involves ensuring exceptional service delivery to premium customers, coaching Guest Relations Agents, and managing performance. Candidates should have a high school diploma and previous contact center experience. The selected candidate will play a pivotal role in maintaining Etihad’s reputation for quality and customer satisfaction.