What the customer service officer job in Abu Dhabi involves
The officer acts as the first escalation point for complex or high-value cases that need special handling or policy exceptions, and stands in for the Supervisor when required. Alongside the calls, the post watches queue performance and daily reports, then recommends corrective actions. It also works with the Concierge, Chauffeur and Airport Services teams so that premium service carries on from one stage to the next.
Responsibilities
- Handles priority calls, VIP guests and urgent situations, and takes escalated cases that call for policy exceptions
- Covers for the Supervisor when needed
- Coaches Premium Guest Relations Agents on call quality, tone and consistency, and supports onboarding and training on policies, fares and premium products
- Oversees queue performance, service levels, call handling times and adherence
- Analyses daily performance reports, points out trends and recommends corrective actions
- Coordinates with Concierge, Chauffeur and Airport Services teams on end-to-end premium service
- Keeps data accurate across systems and follows security, data protection and quality standards
- Contributes to process improvements, scripting updates and new initiatives for the Premium Contact Centre
Requirements
- Previous contact centre work experience
- High school certification or anything above
About Etihad
Etihad Airways describes itself as the UAE’s national airline, with its hub in Abu Dhabi. Under its Journey 2030 ambition it plans to double its fleet, expand its network and grow its people.
How to apply
Applicants apply online through the airline’s job page: apply using the button below.
Apply through the employer's link: jobs.smartrecruiters.com
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