Customer Service Officer (Premium Contact Centre) at Etihad Airways, Abu Dhabi
Etihad Airways, the UAE's national airline, is hiring a full-time Customer Service Officer for its Premium Contact Centre in Abu Dhabi. The team looks after premium and high-value guests. What you will do: - Be the first escalation point for complex or high-value guest cases that need special handling. - Handle priority calls, VIP guests and urgent situations calmly and politely. - Coach Premium Guest Relations Agents on call quality and tone, and help train new team members. - Step in for the supervisor when needed. - Watch call queues, service levels and daily performance reports, and suggest fixes. - Work with the concierge, chauffeur and airport services teams so the guest journey runs smoothly. - Keep system records accurate and follow data protection and quality rules. Practical notes: previous contact centre experience is required. Etihad's own fraud notice says it never asks for payment or bank details during hiring, and interviews happen face to face or by video or phone before any offer. The listing does not show a salary or a closing date. Apply only through the official link on this page. Real employers never ask for money for a job, a visa or an interview.
Requirements
- Minimum high school certificate, or higher
- Previous contact centre work experience (required)
- Confident handling complex and VIP guest cases
- Able to coach and support other agents
- Comfortable with performance reports and service-level targets