Premium Guest Relations Rep

Etihad; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Etihad Airways in Abu Dhabi is seeking a Premium Guest Relations agent for the Contact Center to deliver an exceptional, personalised service to Premium passengers.

You will handle reservations, upgrades, ticketing, and special services, liaise with airport and concierge teams, and maintain accurate records while upholding Etihad's premium standards.

Strong high school education and prior contact centre experience are required, with a focus on empathy and problem-solving.

Qualifications

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

Responsibilities

• Manage premium passenger queries and requests via phone, email, or chat with professionalism, discretion, and empathy.
• Provide accurate information and assistance across reservations, upgrades, ticketing, and special services, ensuring premium care at every step.
• Anticipate passenger needs and proactively offer tailored solutions or upselling opportunities that enhance the customer journey.
• Liaise with internal departments (Airport Services, Concierge, Chauffeur, etc.) to ensure seamless delivery of premium experiences.
• Maintain complete and accurate records of interactions in accordance with data protection and service standards.
• Demonstrate expert knowledge of Etihad's premium products, policies, and procedures to resolve complex customer issues efficiently.
• Uphold service excellence benchmarks, contributing to Etihad's Premium brand reputation and customer loyalty.

Education

High School certificate or above

Job description

Job Description

Synopsis

If you are passionate about delivering world-class service that truly impacts our passengers' journeys, we want to hear from you. Join our Premium Guest Relations team and be part of an organisation committed to excellence. Read through the mandatory requirementsbelow and to become an integral part of Etihad's mission to redefine premium travel experiences.Deliver an exceptional, personalised, and seamless service experience to Etihad's Premium passengers through the Contact Canter. Ensure every interaction reflects the premium standards of the airline, supporting loyalty, satisfaction, and revenue growth with the following responsibilities:

Accountabilities:

• Manage premium passenger queries and requests via phone, email, or chat with professionalism, discretion, and empathy.
• Provide accurate information and assistance across reservations, upgrades, ticketing, and special services, ensuring premium care at every step.
• Anticipate passenger needs and proactively offer tailored solutions or upselling opportunities that enhance the customer journey.
• Liaise with internal departments (Airport Services, Concierge, Chauffeur, etc.) to ensure seamless delivery of premium experiences.
• Maintain complete and accurate records of interactions in accordance with data protection and service standards.
• Demonstrate expert knowledge of Etihad's premium products, policies, and procedures to resolve complex customer issues efficiently.
• Uphold service excellence benchmarks, contributing to Etihad's Premium brand reputation and customer loyalty.

Qualifications

Education & Experience

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

Additional Information

Etihad Airways is more than the UAE's national airline - we're shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our "Journey 2030" ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

Division: Operations & Guest Experience