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. The role requires delivering a high‑standard, personalised travel experience and swift issue resolution.

Key responsibilities

• Handle all VIP, CIP, Khaas/Exclusive and Residence bookings, enquiries and online booking‑engine support.
• Issue and re‑issue tickets, manage redemption bookings and Etihad Guest requests.
• Coordinate special requests such as charter flights and helicopter services with relevant service‑delivery teams.
• Oversee the complete travel journey across the global Etihad network, ensuring seamless service.
• Make immediate service‑recovery decisions and apply quick‑fix solutions for travel‑related issues.
• Manage guest email queues, produce daily shift reports and ensure proper handover.
• Maintain travel‑preference databases and uphold data‑protection and confidentiality standards.
• Deliver inspirational customer service in line with Etihad’s quality standards.

Required profile

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

Required skills

• Reservation system operation
• Ticketing system operation
• Etihad Guest redemption handling

What we offer

• Opportunity to work with a leading global airline.
• Dynamic environment focused on customer excellence.
• Career development within Etihad’s growth strategy.