Role overview

Etihad Airways is seeking a Customer Service Officer to join the Premium Contact Centre in Abu Dhabi. In this role, you will be the voice of Etihad’s premium service experience, handling high-value customer interactions and supporting a team of Guest Relations Agents to deliver exceptional support to the airline’s most valued passengers.

Key responsibilities

Serve as the first point of escalation for complex or high-value customer cases that require special handling or policy exceptions.
Handle priority calls, VIP guests, and urgent situations with professionalism and discretion.
Coach and support Premium Guest Relations Agents on call quality, tone, and service standards consistent with Etihad’s premium brand.
Assist with agent onboarding and ongoing training by sharing best practices and updates on policies, fares, and premium products.
Monitor queue performance, call handling times, and service level adherence while recommending corrective actions based on performance data.
Coordinate with internal teams including Concierge, Chauffeur, and Airport Services to ensure seamless premium service delivery.
Contribute to process improvements, scripting updates, and new initiatives that enhance the Premium Contact Centre experience.

Requirements

Minimum High School certification or equivalent qualification.
Previous contact centre work experience is required.
Strong passion for customer service with ability to thrive in a fast-paced environment.
Demonstrated ability to coach and support team members while delivering outstanding guest experiences.
Proficiency in maintaining data accuracy in systems and ensuring compliance with security and data protection standards.

What makes this role worth considering

This position offers hands-on experience working with Etihad’s premium products and handling high-profile VIP guest interactions. You will develop genuine leadership and coaching skills while contributing directly to service excellence and customer satisfaction. The role provides an opportunity to be part of the team shaping the premium travel experience for guests connecting across continents.

How to apply

Use the Apply button to view the official job posting and submit your application on Etihad Airways Careers: Latest Jobs and How to Apply's careers site.

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