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VIP Service Agent

Company Name: Etihad Airways
Employment Type:Full Time
Location: Abu Dhabi
Experience: 3+ years
Degree: High School
Gender:Any
Age:Any  
Nationality: Any
Salary:Unspecified
No. Of Vacancies:1
Job Description:
Synopsis
Handle and manage all bookings and related travel journeys for Team’s customer circle VIP, CIP, Khaas/Exclusive members and Residence

Accountabilities
Handle all VIP, CIP, Khaas/Exclusive and Residence bookings, enquiries, and online booking engine support, through application of technical expertise in reservations, ticket issuance and re-issuance
Manage all redemption bookings, enquiries and requests related to Etihad Guest for the Team’s customer circle
Handle all special requests for Team’s customer circle in coordination with other service delivery areas
Manage the entire travel journey related to Team’s customer circle or Residence bookings across the global Etihad network. This task includes strong relationship building with service delivery areas and influencing skills to ensure first class handling
Take immediate service recovery decisions and determine quick-fixes to put issues related to guests’ travel experience right, and to resolve major and minor issues.
Manage guests’ email/queue, produce daily shift reports and ensure proper handover of tasks to the next shift.
Maintain guests’ travel preferences data base and manage the delivery on all their journeys
Comply with set standards of inspirational customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for guests, providing exceptional personalised service to ensure customer confidence, satisfaction and loyalty
Maintain data protection and confidentiality for Team’s customer circle, ensuring attention to detail in all bookings. 

Education & Experience
Education to at least high school graduation is required or higher.
Experience in GDS Systems (Amadeus, Sabre, Travel Port) is required
Arabic speaker and strong English communication skills is essential for the role
Post holder must have 3-year contact centre experience with strong customer service skills. 

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.