Administrator
Skills
About This Role
Job Description
To represent and deliver high quality service to members of the Etihad Guest programme by efficiently processing all member communication and correspondence in a timely and professional, member-focused manner.
Accountabilities
- Manage all mailboxes that deal with incoming correspondence for the Etihad Guest program which includes direct member queries with internal Etihad staff from Call Center, Airport, Lounge, Sales, retail offices etc.
- Provide end to end solutions to premium customer service for High Value Guests and social media escalations.
- Ensure documentation required by other departments to service member’s requests is provided promptly and in accordance with the operations procedures.
- Operate as the main point of contact for investigating member queries from Senior Management or in case if it cannot be resolved by the Etihad Call Centre or other frontline staff.
- Document and track issues that require additional technical resource support and follow through on any unresolved enquiries within Specified SLA’s.
- Prioritize and assign cases to EY Call Centre agents where required with necessarily follow up to ensure completion of the assigned task.
- Contribute to the evolution of the Etihad Guest program with adhoc support for projects and associated activities.
- Be a Subject matter expert in Etihad Guest loyalty and support in sharing knowledge and training with the frontline team (incl. Contact Centre globally).
Qualifications
- Degree 1-2 years work experience.
- Preferably 2 years frontline customer service experience will be an advantageous with airline reservation and Frequent Flyer Programme or Loyalty program.
- Must be able to demonstrate sound knowledge of customer service.
- Strong communication skills, with a customer Service and problem-solving mindset.
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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