Customer Service Officer – Premium Contact Centre

About the role

Etihad is looking for a Customer Service Officer for its Premium Contact Centre in Abu Dhabi. The role delivers personalised, premium support to valued guests and suits professionals with previous contact centre experience who enjoy coaching others in a fast-paced environment.

Key responsibilities

• Act as the first escalation point for complex or high-value cases needing special handling or policy exceptions, and handle priority calls, VIP guests and urgent situations professionally.
• Stand in for the Supervisor when required to keep operations running.
• Coach Premium Guest Relations Agents on call quality, tone and service consistency, and support onboarding and training with updates on policies, fares and premium products.
• Oversee queue performance, help manage service levels, call handling times and adherence, and review daily performance reports to recommend corrective actions.
• Coordinate with Concierge, Chauffeur and Airport Services teams to ensure end-to-end premium service, and keep data accurate and compliant with security and data protection standards.
• Contribute to process improvements, scripting updates and new initiatives.

Required profile

• Minimum high school certification or higher.
• Previous contact centre work experience is required.
• Passion for customer service and confidence supporting complex guest interactions.