Premium Passenger Experience Specialist

Etihad food group; 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

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.