Premium Guest Relations Representative

About the role

Etihad is looking for a Premium Guest Relations representative to deliver an exceptional, personalised and seamless service experience to its Premium passengers through the contact centre. The role supports loyalty, satisfaction and revenue growth by reflecting the premium standards of the airline in every interaction.

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 seamless delivery of premium experiences.
• 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.