Premium Guest Relations Specialist

Ehss; Abu Dhabi; On-site; AED 89,000 - 134,000; Full time

Job summary

Etihad Airways is advertising a Customer Service Officer in their Premium Contact Centre in Abu Dhabi. This full-time role supports high-value guests, handles complex enquiries and assists team performance within Operations & Guest Experience.

The candidate will provide premium customer support, back up colleagues, monitor performance metrics, and coordinate with internal departments to ensure a seamless guest journey while maintaining data security.

Qualifications

• High school certificate or higher.
• Previous contact-centre work experience required.
• Professional communication, customer-service judgement, coaching ability and confidence handling complicated customer situations.

Responsibilities

• Premium customer support: handle complex or sensitive customer cases, including priority enquiries and escalations.
• Support contact-centre colleagues: coach Premium Guest Relations Agents and maintain communication quality.
• Operations and performance: review queue performance, service levels, handling times and contact-centre reports; suggest improvements.
• Work with other Etihad departments: coordinate with Concierge, Chauffeur and Airport Services for a consistent premium travel experience; ensure data protection.

Education

High school certificate or higher

Job description

Etihad Airways is advertising a Customer Service Officer in their Premium Contact Centre in Abu Dhabi. This full-time role supports high-value guests, handles complex enquiries and assists team performance within Operations & Guest Experience.

The candidate will provide premium customer support, back up colleagues, monitor performance metrics, and coordinate with internal departments to ensure a seamless guest journey while maintaining data security.