Premium Guest Relations Representative

About the role

Etihad Airways is looking for a Premium Guest Relations representative to join its Premium Guest Relations team in Abu Dhabi. You will deliver an exceptional, personalised and seamless service experience to Etihad's Premium passengers through the contact centre, supporting loyalty, satisfaction and revenue growth.

Key responsibilities

• Handle premium passenger queries and requests by phone, email or chat with professionalism, discretion and empathy.
• Provide accurate information and assistance on reservations, upgrades, ticketing and special services.
• Anticipate passenger needs and proactively offer tailored solutions or upselling opportunities.
• Liaise with internal departments such as Airport Services, Concierge and Chauffeur to ensure a seamless premium experience.
• Maintain complete and accurate records of interactions in line with data protection and service standards.
• Demonstrate expert knowledge of Etihad's premium products, policies and procedures to resolve complex issues.
• Uphold service excellence benchmarks and contribute to the Premium brand reputation.

Required profile

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