Sales Operations Administrator

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

Job summary

Etihad Airways in Abu Dhabi is seeking a dedicated Sales Support professional to assist the sales team, manage accounts, and drive revenue by handling administrative tasks and CRM data accuracy.

You will work with account managers locally and globally, learn continually, and contribute to workshops and campaigns while maintaining strong client relationships.

Qualifications

• Minimum degree with 3 years of work experience in a relevant field focusing on sales support/analysis.
• Previous work in sales, ticketing, or customer service; strong team player contributing to productivity.
• Hands-on experience in Microsoft Office Suite (Excel, Outlook, Word).
• Experience with data and reporting is preferred.
• Adequate knowledge of fares and ticketing.
• Proficiency in English and Arabic (written & verbal) preferred.

Responsibilities

• Serve as second line of escalation for account-related inquiries and resolve issues.
• Stay updated on Etihad products, services, and promos for accurate communication.
• Provide excellent customer service and build strong business relationships.
• Maintain cross-department relationships and share workloads as needed.
• Process Commercial Gestures and waivers as required by account management.
• Maintain client records in Salesforce and collaborate across departments.
• Engage with account management through workshops and revenue campaigns.
• Collaborate with local and global Account Managers to keep CRM data timely.
• Learn continuously and coach peers to spread knowledge.
• Liaise with trade to secure Groups business and understand GSO policies.

Skills

Customer service

Communication

Team player

Bilingual EN/AR

Education

Bachelor's degree in related field

Tools

Salesforce

Excel

Outlook

Word

Job description

Purpose for the role:

Assist and support the sales team and their accounts during the sales process with the goal of obtaining and keeping accounts, to drive more revenue and ensure Etihad's profitability, by performing administrative and clerical task following established policies and procedures to ensure Etihad sales operations are conducted in the most effective and timely manner.

Accountabilities:

• Serve as the second line of escalation for account-related inquiries by resolving issues and providing feedback for future improvement.

• Stay updated on Etihad’s products, services, and promotional offers to ensure accurate communication.
• Provide excellent customer service and build strong business relationships to enhance satisfaction
• Maintain effective working relationships both within the department and across other Etihad departments (i.e. Revenue Management, Marketing, etc.). Ensure a ‘can do’ attitude is applied to sharing workloads, displaying flexibility and offering support to colleagues when required, such that all tasks are completed on time.
• Process Commercial Gesture’s and waivers as required by the account management team.
• Maintain client records in Salesforce and collaborate across departments to share information and complete tasks.
• Engage with account management teams by organizing educational workshops and participating in revenue-generating activities, such as tele sales campaigns and sales blitzes.
• Collaborate with Account Managers (local & global) to manage account information and ensure timely maintenance in Etihad’s CRM tool.
• Be curious about learning and growth and complete all relevant training in your area of responsibility and specialism and be able to coach your peers to embed the learning.
• Liaise with trade to secure Groups business and develop an understanding and utilisation of GSO. Communicate Groups policies clearly and effectively to trade and customers to ensure proper adherence. Conduct visits to group agents with Account Managers to further strengthen relationships.

Education & Experience

• Minimum Degree with 3 years of work experience within relevant field with focus on sales support /analysis

• Previous work experience in relevant field (Sales area or ticketing / customer service) Strong team player, actively contributing to the teams’ productivity.
• Hands on experience in Microsoft Office Suite Excel, Outlook, and Word
• Experience with data and reporting is preferred.
• Adequate knowledge of fares and ticketing.
• Written & verbal professional working proficiency in English & Arabic (preferred)

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