Job Description

Synopsis
In this role, you will supervise the Etihad Guest Member Service Operations, Data Processing Unit and the Service Performance & Quality teams in their role to deliver high quality service to members of the Etihad Guest programme. Key responsibility includes overseeing the day-to-day functions of the team and will be the point of contact for all escalated cases.
Accountabilities

• End to end supervision of operations at Etihad Guest Member Service Team, responsible for day-to-day interactions with Etihad Guest members in relation to the programme including enrolments, claims, programme queries and the airline, service requests, complaints & redemption requests
• Supervision of outsourced contact centre for the Loyalty programme. Monitor customer care SLAs based on Guest Tier and interaction type, and management of task allocation/resources
• Ensure knowledge level of the programme within service support teams, and quality of service offered to programme members through regular internal validation and training
• Handle escalated cases from Executive Leadership, Guest Affairs, Call Centers and EY network (Airports and sales offices) and ensuring they are closed within the agreed SLAs (may require work outside office hours)
• Implementation, communication, and continuous improvement of processes and procedures to effectively manage all customer-centric issues related to the Etihad Guest programme
• Alignment with marketing and other internal departments and programme partners on supporting any campaigns and new offers to support incremental guest interaction, pro-active and reactive communications and handling additional loads resulted.
• Ensure weekly and monthly reports on volumes, SLAs and quality are prepared and presented to concerned teams and management

Education & Experience

• Bachelor's degree, with a minimum 4 years of experience, including 3 years' experience managing a team in call centre, preferrable within the airline industry.
• Excellent knowledge of ticketing and reservations systems used in Etihad Airways (Amadeus) and have customer management skills.
• The holder must also have a proven track record of success in implementing and executing CRM-centric programmes in the service industry with international brands - again preferably in the airline Industry.

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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Skills Required