Contact Centre Agent

About the role

Etihad Airways is seeking a motivated Contact Centre Agent to deliver exceptional customer support from its Abu Dhabi hub. You will handle inbound calls, emails and chat queues, providing first‑call resolution for airline reservations and related enquiries while upholding the airline’s service standards.

Key responsibilities

• Manage customer enquiries for the Online Booking Engine, including new reservations, ticket issuance and re‑issuance.
• Maintain high‑quality interactions across calls, emails and chat to build confidence, satisfaction and loyalty.
• Achieve individual revenue and service targets that contribute to team performance.
• Support process improvements by adopting new technologies and work methods.
• Stay current on products, policies and procedures to enhance technical expertise.
• Safeguard customer and staff information in compliance with data protection regulations.
• Collaborate with other departments to ensure smooth operations and regulatory compliance.

Required profile

• Minimum secondary education; additional courses in reservation or ticketing are a plus.
• 1–2 years of customer service experience, preferably in airline reservations or a contact centre.
• Understanding of contact‑centre workflows, processes and interaction standards.
• Strong verbal communication in English; additional languages are advantageous.

Required skills

• Basic knowledge of Sabre or other airline reservation systems.
• Familiarity with an Online Booking Engine (OBE) platform.
• High level of computer literacy and comfort with digital tools.

What we offer

• Opportunity to work for a leading global airline with a clear growth vision.
• Career development and continuous learning programs.
• Competitive benefits and a collaborative work environment.