Staff Travel Agent

About the role

Etihad Airways is looking for a Staff Travel Agent in Abu Dhabi. You will receive and process routine customer requests, enquiries and complaints, provide excellent customer service to increase satisfaction, and use the opportunity to generate sales and revenue.

Key responsibilities

• Receive, process and respond to daily enquiries on a wide range of services, giving timely and high-quality support to internal and external customers.
• Analyse complaints so they are resolved or addressed effectively.
• Support customers on generic services following established policies and procedures.
• Coordinate and escalate complex or specialised enquiries to the right teams.
• Work with supervisors to improve the execution of assigned activities, track major complaints and report key issues.
• Interact with internal teams to ensure consistent, reliable customer service.
• Provide dedicated support in line with policies and procedures, ensuring compliance with regulations and risk mitigation.
• Identify areas for improvement and proactively carry out assigned and emerging activities to meet standards and procedures.

Required profile

• Minimum diploma (2 years or more).
• At least 3 years of work experience in a relevant field.
• Experience in reservations and ticketing in travel and airlines.

The recruitment process involves a recorded video interview with HireVue, followed by a technical interview with the hiring manager, possibly with a case study, and a possible follow-up with the leadership team. Candidates are notified of their application status as soon as possible.