Job Description

Synopsis
In this role, you will manage day to day travel requirements for C-Level & Operations. Ensuring all responses are within approved KPI's. You will also manage & review Rebate requests to ensure effective delivery or travel and use of Etihad's inventory of seats is optimized. Manage policy exceptions based on requests received from HR team & Staff Travel Manager.
Accountabilities

• Create innovative options to help C-Level and ST Ops control travel costs using Etihad's network and global travel agreements.

Receive, process,and respond to daily enquiries on a wide range of services by providing timely and high quality support to internal / external customers to meet their requirements * Receive and analyse complaints to ensure they are solved or addressed in the most effective manner

• Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner.
• Coordinate and escalate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided
• Work closely with supervisors to improve the execution of assigned activities. Track major customer complaints and report key issues to supervising colleagues.
• Interact with internal teams to ensure consistent and reliable customer service.
• Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation.
• Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations.
• Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service.

Education & Experience

• Educated to university degree level in an Economics, Business, Statistics or other numerate discipline or an equivalent experience in Reservations, Call Center, Service Hospitality or Revenue Management.
• A minimum of 4 years' experience in the travel industry which should have been in a Reservations, CallCenter or Revenue Management environment.

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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