Job Description

Synopsis
Provide leadership and subject matter expertise within the Premium Contact Centre, ensuring the highest service delivery standards to Etihad's Premium customers. Support in daily operations, quality monitoring, and training of Premium Guest Relations Agents to uphold Etihad's premium brand promise and customer satisfaction goals.
Accountabilities

• Act as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions.
• Support and coach Premium Guest Relations Agents on call quality, tone, and service consistency aligned with Etihad's premium standards.
• Oversee queue performance and assist in managing service levels, call handling times, and adherence.
• Handle priority calls, VIP guests, and urgent situations with professionalism and discretion.
• Coordinate with key internal stakeholders such as Concierge, Chauffeur, and Airport Services teams to ensure end-to-end premium service continuity.
• Monitor and analyse daily performance reports, highlight trends, and recommend corrective actions.
• Support onboarding and ongoing training, sharing best practices and updates on policies, fares, and premium products.
• Maintain data accuracy in all systems and ensure compliance with security, data protection, and quality standards.
• Contribute to process improvements, scripting updates, and new initiatives that enhance the Premium Contact Centre experience.
• Stand in for the Supervisor when required to maintain operational continuity.

Education & Experience

• Minimum High School certification or anything above
• Previous contact centre work experience required.

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