Contact Centre Agent – UAE Nationals Only

About the role

Join Etihad Airways as a Contact Centre Agent, providing first‑call resolution and exceptional support to passengers using the Online Booking Engine. This full‑time position focuses on delivering high‑quality service while meeting revenue and performance targets.

Key responsibilities

• Handle customer enquiries, reservations, ticket issuance and re‑issuance through the Online Booking Engine.
• Maintain high‑quality interactions across calls, emails and queues to build confidence and loyalty.
• Consistently achieve individual performance and revenue targets.
• Support adoption of new technologies and process improvements.
• Stay updated 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.
• Adhere to company policies, legal requirements and regulatory standards.

Required profile

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

Required skills

• Basic knowledge of Sabre or similar airline reservation systems.

What we offer

• Opportunity to work for the UAE’s national airline and contribute to its Journey 2030 vision.
• Career development within a global aviation leader.
• Dynamic, multicultural work environment in Abu Dhabi.