Customer Service Officer Job Vacancy in Etihad Airways Abu Dhabi – Latest Jobs in Abu Dhabi

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Full Details :
Company Name : Etihad Airways
Location : Abu Dhabi
Position : Customer Service Officer

Job Description : Synopsis

Etihad Aviation Group is a transforming business; as a young and ambitious airline, our focus is on innovation and on making Etihad truly an airline of choice for our guests around the world. As such, we are seeking talented and committed individuals, who are driven by a desire to deliver a world-class product and exceptional customer service.
We are pleased to announce an exciting opportunity to join Guest Experience team. Customer Service Officer will oversee and monitor the daily activities and provide guidance to other resources within the customer service and operational area, to provide excellent customer service in the most effective and timely manner to increase satisfaction and, where possible, revenues.

Accountabilities

1- Policies and Procedures
Follow all relevant policies, processes and procedures so that work is carried out in a controlled and consistent manner.
2- Day-to-Day Operations
Implement the day-to-day standard operations assigned to ensure compliance with the established standards and procedures. Refer to supervisor for complex tasks which may require exceptions to procedures
3- Safety, Quality & Environment
Comply with all relevant safety , security, quality, health and environmental procedures to ensure a healthy and safe work environment

SPECIFIC RESPONSIBILITIES:

1- Plan, update and supervise daily assignment of activities to ensure the smooth execution of all operations in line with SLAs and quality standards.
2- Coordinate execution of daily activities to ensure they are compliant with internal procedures and best practices to meet company standards.
3- Liaise with internal / external teams to ensure enquiries are managed on time and in a complete manner.
4- Monitor and coordinate customer service activities for Premium guests to ensure high value customers enjoy continuous best in class service
5- Plan, coordinate and supervise the execution of special services and/or the resolution of critical enquiries/complaints to ensure customers’ needs are met
6- Develop and update time schedules and shifts to ensure smooth execution of operations and compliance with internal procedures
7- Manage performance of team and 3rd party providers, if relevant, to ensure achievement of operational KPIs according to SLAs
8- Collect, review and consolidate indicators on daily operations to timely identify and suggest areas of improvements
9- Implement and monitor best practices over a wide range of assigned and emerging operations to ensure daily operations are executed effectively and eventual sales targets are reached
10- Suggest improvements to procedures to increase efficiency and customer satisfaction
11- Monitor and report on team performance to ensure proper tracking of results’ achievements
12- Complete and document coaching and development sessions to ensure team is constantly developed
13- 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

EDUCATION & EXPERIENCE:
1- Minimum Diploma (2 years or more).
2- Minimum of 5 years of work experience within Airlines/Travel Agencies.
3- Minimum of 5 years of experience with GDS, Sabre preferably (Ticketing and Reservation)
4- Understanding of Salesforce (Preferably)
5- Knowledgeable with Microsoft Office
6- Arabic Language (Read, Speak and Write)

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. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
To learn more, visit etihad.com
COVID-19 UPDATE: The health and safety of our communities—including our employees and our candidates remains our top priority. From a recruiting perspective we are continuing to identify people for roles with Etihad in anticipation we will be able to hire, however the process may take longer because we are using more virtual recruiting techniques, and start dates may be delayed because of guidance from the governments in the countries we operate in. We appreciate your understanding and flexibility, Stay safe and healthy.

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