Job Description

Synopsis
To represent and deliver high quality service to members of the Etihad Guest programme by efficiently processing all member communication and correspondence in a timely and professional, member-focused manner.
Accountabilities

• Manage all mailboxes that deal with incoming correspondence for the Etihad Guest program which includes direct member queries with internal Etihad staff from Call Center, Airport, Lounge, Sales, retail offices etc.
• Provide end to end solutions to premium customer service for High Value Guests and social media escalations.
• Ensure documentation required by other departments to service member's requests is provided promptly and in accordance with the operations procedures.
• Operate as the main point of contact for investigating member queries from Senior Management or in case if it cannot be resolved by the Etihad Call Centre or other frontline staff.
• Document and track issues that require additional technical resource support and follow through on any unresolved enquiries within Specified SLA's.
• Prioritize and assign cases to EY Call Centre agents where required with necessarily follow up to ensure completion of the assigned task.
• Contribute to the evolution of the Etihad Guest program with adhoc support for projects and associated activities.
• Be a Subject matter expert in Etihad Guest loyalty and support in sharing knowledge and training with the frontline team (incl. Contact Centre globally).

Education & Experience

• Degree 1-2 years work experience.
• Preferably 2 years frontline customer service experience will be an advantageous with airline reservation and Frequent Flyer Programme or Loyalty program.
• Must be able to demonstrate sound knowledge of customer service.
• Strong communication skills, with a customer Service and problem-solving mindset.

About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad's ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
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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.

Skills Required