Staff Travel 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

In this role, you will receive and process routine customer requests, enquiries and address complaints by providing excellent customer service, to increase customer satisfaction and exploit eventual sales opportunities to increase revenues.

Accountabilities

• 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

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.

Recruitment Process

The recruitment process for this position will involve the following steps:

• Shortlisted applicants will be invited to complete a recorded video interview via our third-party platform HireVue.This interview will allow you to record your responses to a range of questions related to the position and will allow you to demonstrate your knowledge and experience in a way that just your CV alone would not be able to. It also ensures fairness for you and all candidates, as all our shortlisted candidates are asked the same questions and assessed on their responses.
• After a review of completed video interviews, shortlisted candidates will be invited to an initial technical interview with the hiring manager, which may require completion of a case-study.
• Finalists may be invited to a follow-up interview with leadership team, if required

All candidates will be notified as to the status of their application as soon as is possible

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.