Airport Services & Guest Agent – Etihad Airways / Customer Service Officer
Job Summary
Etihad Airways, the national airline of the UAE based in Abu Dhabi, is recruiting an experienced Customer Service Officer within its Operations & Guest Experience division. In this key leadership-support role, you will deliver personalized, high-touch support to VIP guests, handle complex escalations, coach contact center agents, and manage daily queue performance to uphold Etihad’s world-class aviation standards.
Key Responsibilities
Premium Service Leadership & Escalations
- Act as the primary escalation point for complex, high-value customer cases, policy exception requests, and urgent guest situations.
- Manage priority calls, high-profile passengers, and VIP guest interactions with discretion, diplomacy, and professional poise.
- Step in for the Contact Centre Supervisor as needed to maintain seamless operational continuity across shifts.
- Coordinate directly with key internal stakeholders including Concierge, Chauffeur Services, and Airport Operations to guarantee end-to-end service continuity.
Team Coaching & Operational Performance
- Coach and mentor Premium Guest Relations Agents on call quality, tone, and brand service standards.
- Support onboarding and ongoing team training regarding updated airline policies, fare rules, and premium aviation products.
- Oversee call queue performance, monitor average handling times (AHT), and help manage service level agreement (SLA) adherence.
- Analyze daily operational performance reports, identify service trends, and recommend process improvement initiatives.
Qualifications & Requirements
- Minimum High School Certification or higher diploma/degree qualification.
- Proven prior contact center experience, preferably within aviation, luxury hospitality, or premium customer service operations.
- Strong track record in handling VIP guest relations, escalations, or team coaching/leadership responsibilities.
- Excellent communication, problem-resolution, and diplomacy skills in English; Arabic or additional global languages are an advantage.
- Flexibility to work shift rotations within a fast-paced, 24/7 aviation contact center environment.
Job Overview
| Employer | Etihad Airways (UAE National Airline) |
|---|---|
| Role Title | Customer Service Officer - Premium Contact Centre |
| Division | Operations & Guest Experience |
| Job Location | Abu Dhabi, United Arab Emirates |
| Work Model | On-site Premium Contact Centre Hub |
| Employment Type | Full-time Permanent Contract |
| Educational Requirement | High School Diploma minimum / Bachelor’s Degree preferred |
| Experience Required | Previous contact center experience required (aviation/hospitality preferred) |
| Core Competencies | VIP Guest Handling, Call Escalation Management, Agent Coaching, Queue Performance, Aviation Systems |
| Remuneration | Tax-Free Competitive Airline Salary + Concessionary Flight Travel Benefits |
| Benefits Included | UAE Employment Visa, Comprehensive Health Insurance, Annual Airfare Allowance, Gratuity |
| Where to Apply | Official Etihad Airways Careers Portal |
Career Preparation Guide & Candidate Advice
Who this role suits
This position is ideal for experienced contact center professionals and senior customer service agents ready to step into a supervisory-track role. If you possess a passion for luxury aviation, excel at managing complex guest escalations, and enjoy coaching team members to achieve service excellence, Etihad Airways offers an outstanding career platform in Abu Dhabi.
What to highlight on your CV
- Escalation & Leadership Experience: Clearly highlight your experience as a floor walker, senior agent, or acting supervisor handling VIP cases.
- Aviation & Contact Center Metrics: Detail familiarity with queue management, SLA tracking, call quality evaluations, and airline GDS/CRM systems.
- Customer Service Achievements: Quantify your accomplishments in achieving high Customer Satisfaction (CSAT) scores or First Contact Resolution (FCR) rates.
Preparation Tips for the Interview
- De-escalation Scenarios: Be ready to share structured examples (using the STAR method) of how you handled irate passengers or travel disruptions calmly.
- Etihad Journey 2030: Demonstrate familiarity with Etihad’s growth strategy, premium products (First & Business Class suites), and service philosophy.
Documents to Prepare
- Attested High School Certificate or Degree qualifications.
- Updated Resume detailing contact center and customer service milestones.
- Service certificates or reference letters from previous employers.
- Valid Passport copy.
Mini Glossary
- Etihad Airways: The flag carrier of the United Arab Emirates, headquartered in Abu Dhabi.
- SLA: Service Level Agreement, performance standards governing call answering times and resolution targets.
- Journey 2030: Etihad's strategic expansion plan to double its fleet and network size by the decade's end.
Direct Official Link: Apply directly through the official Etihad Airways corporate careers portal. NYAGULF JOBS provides verified career information and never requests application or placement fees from job seekers.
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