Customer Service Officer – Premium Contact Centre

About the role

Join Etihad Airways’ Premium Contact Centre in Abu Dhabi as a Customer Service Officer. You will lead and support Premium Guest Relations Agents, ensuring the highest service standards for Etihad’s premium customers.

Key responsibilities

• Act as the first escalation point for complex or high‑value customer cases, handling policy exceptions when needed.
• Coach and support agents on call quality, tone, and consistency with Etihad’s premium standards.
• Oversee queue performance, manage service levels, call handling times and adherence.
• Handle VIP and priority calls with professionalism and discretion.
• Coordinate with Concierge, Chauffeur, and Airport Services teams to deliver seamless end‑to‑end premium service.
• Monitor daily performance reports, identify trends and recommend corrective actions.
• Support onboarding and ongoing training, sharing updates on policies, fares and premium products.
• Maintain data accuracy, ensure compliance with security and quality standards.
• Contribute to scripting updates and new initiatives to improve the contact centre experience.
• Stand in for the Supervisor when required to maintain operational continuity.

Required profile

• Minimum high school certification or higher.
• Previous contact‑centre work experience.

Required skills