Contact Centre Agent – UAE Nationals

About the role

Join Etihad Airways as a Contact Centre Agent, providing exceptional support to customers through phone, email and chat. You will handle enquiries related to the Online Booking Engine, ensuring first‑call resolution and compliance with company standards.

Key responsibilities

• Manage inbound calls, emails and chat interactions, delivering first‑call resolution for reservations, ticket issuance and re‑issuance.
• Maintain high‑quality customer interactions to build confidence, satisfaction and loyalty.
• Achieve individual revenue and service targets while contributing to team performance.
• Support the adoption of new technologies and process improvements to enhance efficiency.
• Stay updated on products, policies and procedures, continuously developing technical expertise.
• Safeguard customer and staff information, ensuring data privacy and accuracy.
• Collaborate with other departments to ensure smooth operations and regulatory compliance.

Required profile

• Secondary education (minimum) with courses in reservation or ticketing preferred.
• 1–2 years of customer service experience, at least 1 year in airline reservations or contact‑centre operations.
• Understanding of contact‑centre workflows, processes and interaction standards.
• Strong verbal communication in English; additional languages a plus.
• High level of computer literacy and comfort with digital tools.

Required skills

• Basic knowledge of Sabre or other airline reservation systems (advantageous).

What we offer

• Opportunity to work for the UAE’s national airline and develop a career in aviation.
• Access to training and continuous learning programs.
• Dynamic, multicultural work environment based in Abu Dhabi.