VIP Service Agent

About the role

The VIP Service Agent will manage bookings and travel journeys for Etihad's VIP, CIP, Khaas/Exclusive members and Residence customers. You will provide a full range of travel services, resolve issues quickly, and ensure a seamless, high‑quality experience for our most valued guests.

Key responsibilities

• Handle all VIP, CIP, Khaas/Exclusive and Residence bookings, enquiries and online booking‑engine support.
• Manage redemption bookings and requests related to Etihad Guest for the designated customer circle.
• Coordinate special requests such as charter flights and helicopter services with relevant service‑delivery teams.
• Oversee the complete travel journey across Etihad’s global network, building strong relationships with internal departments.
• Make immediate service‑recovery decisions and implement quick‑fix solutions for major and minor travel issues.
• Manage guest email queues, produce daily shift reports and ensure proper handover to the next shift.
• Maintain the travel‑preferences database and ensure data protection and confidentiality.

Required profile

• Secondary education or high‑school graduation; preferably with courses in reservation and ticketing.
• Minimum three years of contact‑centre experience with strong customer‑service skills.
• Fluency in Arabic is required.

Required skills

What we offer

• Opportunity to work for the UAE’s national airline and be part of its Journey 2030 vision.
• Exposure to a global network and a diverse, multicultural environment.