Job Description

Etihad Aviation Group is a transforming business; as a young and ambitious airline, our focus is on innovation and on making Etihad truly an airline of choice for our guests around the world. As such, we are seeking talented and committed individuals, who are driven by a desire to deliver a world-class product and exceptional customer service.

We are pleased to announce an exciting opportunity to join Guest Experience team. Customer Service Officer will oversee and monitor the daily activities and provide guidance to other resources within the customer service and operational area, to provide excellent customer service in the most effective and timely manner to increase satisfaction and, where possible, revenues.

Accountabilities

1- Policies and Procedures

Follow all relevant policies, processes and procedures so that work is carried out in a controlled and consistent manner.

2- Day-to-Day Operations

Implement the day-to-day standard operations assigned to ensure compliance with the established standards and procedures. Refer to supervisor for complex tasks which may require exceptions to procedures

3- Safety, Quality & Environment

Comply with all relevant safety , security, quality, health and environmental procedures to ensure a healthy and safe work environment

SPECIFIC RESPONSIBILITIES:

• Plan, update and supervise daily assignment of activities to ensure the smooth execution of all operations in line with SLAs and quality standards.
• 2- Coordinate execution of daily activities to ensure they are compliant with internal procedures and best practices to meet company standards.
• 3- Liaise with internal / external teams to ensure enquiries are managed on time and in a complete manner.
• 4- Monitor and coordinate customer service activities for Premium guests to ensure high value customers enjoy continuous best in class service
• 5- Plan, coordinate and supervise the execution of special services and/or the resolution of critical enquiries/complaints to ensure customers' needs are met
• 6- Develop and update time schedules and shifts to ensure smooth execution of operations and compliance with internal procedures
• 7- Manage performance of team and 3rd party providers, if relevant, to ensure achievement of operational KPIs according to SLAs
• 8- Collect, review and consolidate indicators on daily operations to timely identify and suggest areas of improvements
• 9- Implement and monitor best practices over a wide range of assigned and emerging operations to ensure daily operations are executed effectively and eventual sales targets are reached
• 10- Suggest improvements to procedures to increase efficiency and customer satisfaction
• 11- Monitor and report on team performance to ensure proper tracking of results' achievements
• 12- Complete and document coaching and development sessions to ensure team is constantly developed
• 13- Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service

Education & Experience

EDUCATION & EXPERIENCE:

• Minimum Diploma (2 years or more).
• Minimum of 5 years of work experience within Airlines/Travel Agencies.
• Minimum of 5 years of experience with GDS, Sabre preferably (Ticketing and Reservation)
• Understanding of Salesforce (Preferably)
• 5- Knowledgeable with Microsoft Office
• 6- Arabic Language (Read, Speak and Write)

Skills Required

• Customer Service
• Airlines