Customer Service Officer

Job description

Etihad Airways is hiring a Customer Service Officer for its Premium Contact Centre in Abu Dhabi. You will deliver seamless, personalised support to some of the airline's most valued guests, acting as the first escalation point for complex or high-value cases and standing in for the Supervisor when required.

The role suits professionals with previous contact centre experience who are passionate about customer service, thrive in a fast-paced environment and enjoy coaching others.

Responsibilities

• Act as the first escalation point for complex or high-value customer cases needing special handling or policy exceptions
• Handle priority calls, VIP guests and urgent situations with professionalism and discretion
• Stand in for the Supervisor when required to maintain operational continuity
• Coach Premium Guest Relations Agents on call quality, tone and service consistency
• Support onboarding and ongoing training, sharing updates on policies, fares and premium products
• Oversee queue performance and help manage service levels, call handling times and adherence
• Monitor and analyse daily performance reports, highlight trends and recommend corrective actions
• Coordinate with Concierge, Chauffeur and Airport Services teams for end-to-end premium service continuity
• Maintain data accuracy and comply with security, data protection and quality standards
• Contribute to process improvements and scripting updates

Requirements

• Minimum high school certification or above
• Previous contact centre work experience

Skills

• Coaching
• Contact Centre
• Customer Service
• Escalation Handling
• Performance Reporting