Contact Centre Agent – Customer Support

About the role

Join Etihad Airways as a Contact Centre Agent and deliver exceptional customer support through phone, email and chat. You will handle enquiries related to the Online Booking Engine, ensuring first‑call resolution while adhering to company standards and regulatory requirements.

Key responsibilities

• Provide first‑call resolution for reservations, ticket issuance and re‑issuance using the Online Booking Engine.
• Maintain high‑quality interactions across all channels to build confidence, satisfaction and loyalty.
• Achieve individual performance and revenue targets that contribute to team success.
• Support process improvements by adopting new technologies and work methods.
• Stay updated on products, policies and procedures to enhance technical expertise.
• Safeguard customer and staff information in compliance with data‑privacy regulations.
• Collaborate with other departments to ensure smooth operations and customer satisfaction.

Required profile

• Minimum secondary education; courses in reservation and ticketing are a plus.
• 1–2 years of customer service experience, preferably in airline reservations or a contact centre.
• Understanding of contact‑centre workflows and customer interaction standards.
• Fluent verbal communication in English; additional languages advantageous.
• High computer literacy and comfort with digital tools.

Required skills

• Basic knowledge of Sabre or other airline reservation systems.
• Strong computer literacy.

What we offer

• Opportunity to work for a leading global airline with a strong growth vision.
• Exposure to a multicultural environment and continuous learning.