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

Key Accountabilities

• Escalation Handling Act as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions.

• Coaching & Quality Support and coach Premium Guest Relations Agents on call quality, tone, and service consistency aligned with Etihad’s premium standards.

• Queue Management Oversee queue performance and assist in managing service levels, call handling times, and adherence.

• VIP & Priority Calls Handle priority calls, VIP guests, and urgent situations with professionalism and discretion.

• Stakeholder Coordination Work closely with Concierge, Chauffeur, and Airport Services teams to ensure seamless end-to-end premium service.

• Performance Monitoring Monitor and analyse daily performance reports, highlight trends, and recommend corrective actions.

• Training & Onboarding Support onboarding and ongoing training, sharing best practices and updates on policies, fares, and premium products.

• Compliance & Accuracy Maintain data accuracy in all systems and ensure compliance with security, data protection, and quality standards.

• Process Improvement Contribute to scripting updates and new initiatives that enhance the Premium Contact Centre experience.

• Operational Continuity Stand in for the Supervisor when required to maintain smooth operations.

• Education Minimum High School certification or higher.

• Experience Previous contact centre work experience required.

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

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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.