Contact Centre Agent

Job Description

Deliver exceptional customer support by attending to calls and providing first-call resolution, ensuring compliance with company standards and procedures. The role aims to optimize customer satisfaction while achieving individual revenue and service targets.

Key Responsibilities

• First Call Resolution Handle customer enquiries and provide support for the Online Booking Engine (OBE), including reservations, ticket issuance, and re-issuance.
  
  

• Customer Service Standards Maintain high-quality interactions across calls, emails, and queues to build customer confidence, satisfaction, and loyalty.
  
  

• Revenue & Service Targets Consistently achieve individual performance goals, contributing to overall team and departmental success.
  
  

• Process Improvement Support the adoption of new technologies and work methods to enhance efficiency and service quality.
  
  

• Continuous Learning Stay updated on products, services, policies, and procedures; proactively enhance technical expertise.
  
  

• Data Protection Safeguard customer and staff information, ensuring confidentiality and accuracy in all bookings.
  
  

• Cross-Department Support Collaborate with other departments to ensure smooth operations and customer satisfaction.
  
  

• Regulatory Compliance Adhere to company policies and legal requirements, including data privacy and protection.
  
  
  
  

• Secondary Education: Minimum qualification required, ideally complemented with courses in reservation and ticketing.
  
  

• Customer Service Background: 1–2 years of experience preferred, with at least 1 year in airline reservations or contact centre operations.
  
  

• Contact Centre Knowledge: Understanding of workflows, processes, and customer interaction standards.
  
  

• Reservation Systems: Basic knowledge of Sabre or other airline reservation systems is an advantage.
  
  

• Communication Skills: Strong verbal communication abilities, with fluency in English and additional languages as required.
  
  

• Technical Proficiency: High level of computer literacy and comfort with digital tools.
  
  
  
  

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.