Summary
Etihad Airways is hiring a Premium Guest Relations Representative for its Contact Centre in Abu Dhabi. The role handles premium passenger enquiries by phone, email and chat, and assists with reservations, upgrades, ticketing and special services. The representative coordinates with internal teams, maintains accurate interaction records and resolves customer issues in line with service and data protection standards. A high school certificate or higher and previous contact centre experience are required.
The posting
As published on etihad.com. Pulled from the employer's site and shown as they wrote it.
Job Description
Synopsis
If you are passionate about delivering world-class service that truly impacts our passengers' journeys, we want to hear from you. Join our Premium Guest Relations team and be part of an organisation committed to excellence. Read through the mandatory requirements below and apply now to become an integral part of Etihad's mission to redefine premium travel experiences. Deliver an exceptional, personalised, and seamless service experience to Etihad’s Premium passengers through the Contact Canter. Ensure every interaction reflects the premium standards of the airline, supporting loyalty, satisfaction, and revenue growth with the following responsibilities:
Accountabilities:
Manage premium passenger queries and requests via phone, email, or chat with professionalism, discretion, and empathy.
Provide accurate information and assistance across reservations, upgrades, ticketing, and special services, ensuring premium care at every step.
Anticipate passenger needs and proactively offer tailored solutions or upselling opportunities that enhance the customer journey.
Liaise with internal departments (Airport Services, Concierge, Chauffeur, etc.) to ensure seamless delivery of premium experiences.
Maintain complete and accurate records of interactions in accordance with data protection and service standards.
Demonstrate expert knowledge of Etihad’s premium products, policies, and procedures to resolve complex customer issues efficiently.
Uphold service excellence benchmarks, contributing to Etihad’s Premium brand reputation and customer loyalty.
Qualifications
Education & Experience
- Minimum High School certification or anything above
- Previous contact centre work experience 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
Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.