Guest Relations Officer

Job Description

To investigate and respond to guest feedback in a timely and appropriate manner. Adhere to SLAs and manage the relationship with guests to help turn a negative experience into a positive one, whilst protecting Etihad’s brand.

Accountabilities

• Fully investigate and resolve the issue, speaks persuasively and convincingly and produces clear concise, error free writing, free of punctuation or grammatical errors
• Manage the expectations of the guest throughout, using the most appropriate channel and avoid conflict escalation
• Engage with stakeholders and fully investigate the root cause of the complaint
• Adhere to company regulatory requirements such as data protection, data privacy etc
• Ensure careful use of allocated budget used for service recovery
• Use sound judgement when making decisions in complex queries, cases, compensation or conflict resolution
• Sufficiently understands EY policies and processes to work efficiently and effectively
• Clearly understands the implications of situations and uses sound judgement when making decisions for complex queries, cases, compensation or conflict resolution
  
  

Qualifications

• Diploma preferred
• Minimum of 3 years customer service experience, preferably within contact centre in the airline industry
• Excellent communication skills (oral, written) in English
• Fluency in either French, German, Italian, Spanish or Mandarin (oral, written) required
• Pro-active, attentive to details and customer-centric
  
  

Additional Information

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.

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