Customer Service Coordinator
| Company Name: | Etihad Airways |
| Employment Type: | Full Time |
| Location: | Abu Dhabi |
| Experience: | 2+ years |
| Degree: | High School |
| Gender: | Any |
| Age: | Any |
| Nationality: | Any |
| Salary: | Unspecified |
| No. Of Vacancies: | 1 |
| Job Description: |
| Summary 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. Responsibilities • Manage all mailboxes that deal with incoming correspondence for the Etihad Guest programme which includes direct member queries with internal Etihad staff from Call Center, Airport, Lounge, Sales, retail offices etc. • Provided end to end solutions to premium customer service for Platinum members by email, social media escalations and high-profile 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 in case queries cannot be resolved by the EY Call Centre or other front-end staff. • Document and track issues that require additional technical resource support and follow through on any unresolved enquiries within Specified SLA’s • Prioritise and assign cases to EY Call Centre agents where required with necessary follow up to ensure completion of the assigned task • Contribute to the evolution of the Etihad Guest programme with adhoc support for projects and associated activities Education and Experience • High School, Diploma with airline reservations or Bachelors • 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 and strong communication skills, with a customer Service and problem-solving knowledge in hospitality sector. About Etihad Airways Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board. Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation. |
