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.

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.

Skills Required

• Customer Service
• Reservations