VIP Service Agent

Etihad; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

Etihad Airways is seeking a Reservations Agent to manage VIP, CIP and Residence bookings for Teams and Residence members from Abu Dhabi. You will handle bookings, ticketing, redemptions, and special requests, coordinating with multiple service delivery teams and maintaining guest data with a focus on personalised service.

The role requires Arabic fluency, at least secondary education, and 3 years of contact centre experience.

Qualifications

• 3 years of contact centre experience with strong customer service skills.
• Fluency in Arabic is required.
• Education to at least secondary level; courses in reservation and ticketing preferred.

Responsibilities

• Handle VIP, CIP, Khaas/Exclusive and Residence bookings.
• Manage Etihad Guest redemptions for the Teams circle.
• Coordinate with service delivery areas for special requests (e.g., charter flights).
• Oversee travel journey bookings across the global Etihad network and maintain relationships with delivery teams.
• Respond to guest emails and manage queues; produce daily shift reports.

Skills

Customer service

Communication

Education

Secondary education

Reservation and ticketing courses

Tools

Booking engines

Ticketing systems

Job description

Job Description

Synopsis

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.

To learn more visit www.etihad.com

Division: Operations & Guest Experience