Summary

As a Staff Travel Agent, you will be part of a team that helps deliver a seamless and supportive travel experience for Etihad employees and eligible travellers. In this role, you will handle enquiries, manage routine requests, and resolve issues with professionalism and care, while contributing to service excellence, customer satisfaction, and opportunities that support wider commercial value.

Accountabilities

• Deliver day-to-day support across a broad range of services, providing timely, high-quality assistance to internal and external customers.
• Review customer complaints and help ensure they are resolved in the most effective and appropriate way.
• Support customers across a wide range of general services by applying policies and procedures to deliver effective outcomes.
• Coordinate complex or specialist enquiries with the right teams to ensure customers receive the support they need.
• Work in close partnership with supervisors to support the effective delivery and execution of assigned activities.
• Monitor major customer complaints and raise key issues to supervising colleagues to support visibility and follow-up.
• Build strong working relationships with internal teams to help deliver a consistent and reliable customer experience.
• Provide customer support in line with policies, procedures, and regulations, helping to maintain compliance and minimise risk.
• Identify opportunities for improvement that support the ongoing enhancement of service and operational delivery.
• Take a proactive approach to assigned and emerging activities, ensuring high standards, established procedures, and strong customer service are consistently maintained.

Education & Experience

• Minimum Diploma qualification or relevant experience of 2 years or more
• A minimum of 3 years of work experience within a relevant field

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Recruitment Fraud Alert
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.