VIP Service Agent

Etihad Airways; Abu Dhabi; On-site; AED 100,000 - 167,000; Full time

Job summary

Etihad Airways seeks a customer service professional to manage VIP, CIP, Khaas/Exclusive and Residence bookings and related travel services from Abu Dhabi. You will resolve issues promptly, support redemptions for Etihad Guest, and handle special requests with cross-functional teams.

Strong Arabic language skills and at least secondary education are required, plus 3 years in a contact centre. This role emphasizes personalised service, data confidentiality, and seamless journey management.

Qualifications

• Education to at least secondary level/high school graduation, preferably with courses in reservation and ticketing.
• 3 year contact centre experience with strong customer service skills.
• Fluency in Arabic is required.

Responsibilities

• Handle all VIP, CIP, Khaas/Exclusive and Residence bookings, enquiries, and online booking engine support.
• Manage all redemption bookings, enquiries and requests related to Etihad Guest for the Teams customer circle.
• Handle all special requests (charter flights, helicopter services) for Teams customer circle in coordination with other service delivery areas.
• Manage the entire travel journey related to Teams customer circle or Residence bookings across the global Etihad network; build relationships with service delivery areas.
• Take immediate service recovery decisions and determine quick-fixes to resolve guests travel experience issues.
• Manage guests email/queue, produce daily shift reports and ensure proper handover of tasks to the next shift.
• Maintain guests travel preferences data base and manage the delivery on all their journeys.
• Maintain data protection and confidentiality for Teams customer circle.

Skills

Customer service

Arabic language

Communication

Education

Secondary education

Job description

Handle and manage all bookings and related travel journeys for Team's customer circle (VIP, CIP and Khaas/Exclusive members) and Residence. Provide a wide range of travel services and support. Take immediate service recovery decisions and determine quick-fixes to put issues related to clients' travel experience right, and to resolve major and minor issues.

Accountabilities

• Handle all VIP, CIP, Khaas/Exclusive and Residence bookings, enquiries, and online booking enginesupport, through application of technical expertise in reservations, ticket issuance and re-issuance
• Manage all redemption bookings, enquiries and requests related to Etihad Guest for the Teams customercircle
• Handle all special requests (i.e. charter flights, helicopter services, etc.) for Teams customer circle incoordination with other service delivery areas (i.e. Network Planning, Hala Abu Dhabi).
• Manage the entire travel journey related to Teams customer circle or Residence bookings across the globalEtihad network. This task includes strong relationship building with service delivery areas and influencingskills to ensure first class handling
• Take immediate service recovery decisions and determine quick-fixes to put issues related to guests travelexperience right, and to resolve major and minor issues.
• Manage guests email/queue, produce daily shift reports and ensure proper handover of tasks to the nextshift.
• Maintain guests travel preferences data base and manage the delivery on all their journeys
• Comply with set standards of inspirational customer service (e.g. quality of speech, call attendance, emails,handling queues, e-mails, etc.) for guests, providing exceptional personalised service in order to ensurecustomer confidence, satisfaction and loyalty
• Maintain data protection and confidentiality for Teams customer circle, ensuring attention to detail in allbookings.

Qualifications

Education & Experience

Education to at least secondary level/ high school graduation is required, preferably with courses in reservation and ticketing.
Post holder must have 3 year contact centre experience with strong customer service skills.

Fluency in Arabic is required

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.