Senior Travel Reservations & Customer Support Agent

Etihad Airways; Abu Dhabi; On-site; AED 60,000 - 80,000; Full time

Job summary

Etihad Airways in Abu Dhabi seeks a dedicated customer service professional to receive, process and respond to daily inquiries while addressing complaints with high-quality support. The role involves coordinating with various teams to ensure compliant and efficient service.

The ideal candidate has a minimum diploma and at least 3 years in reservations and ticketing within travel and airlines, enabling proactive issue resolution and revenue opportunities.

Qualifications

• Minimum Diploma (2 years or more).
• Minimum of 3 years of work experience within relevant field.
• Experience in Reservations and Ticketing in the Travel and Airline.

Responsibilities

• Receive, process, and respond to daily enquiries on a wide range of services by providing timely and high quality support to internal external customers to meet their requirement.
• Receive and analyse complaints to ensure they are solved or addressed in the most effective manner.
• Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner.
• Coordinate and elevate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided.
• Work closely with supervisors to improve the execution of assigned activities.
• Track major customer complaints and report key issues to supervising colleagues.
• Interact with internal teams to ensure consistent and reliable customer service.
• Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation.
• Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations.
• Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service

Skills

Customer service

Communication

Problem solving

Education

Diploma (2 years or more)

Tools

Reservations & Ticketing Systems

Job description

Etihad Airways in Abu Dhabi seeks a dedicated customer service professional to receive, process and respond to daily inquiries while addressing complaints with high-quality support. The role involves coordinating with various teams to ensure compliant and efficient service.

The ideal candidate has a minimum diploma and at least 3 years in reservations and ticketing within travel and airlines, enabling proactive issue resolution and revenue opportunities.