Contact Centre Agent

About the role

Join Etihad Airways as a Contact Centre Agent in Abu Dhabi, delivering exceptional customer support for the Online Booking Engine. You will handle inbound calls, emails and chat queues, aiming for first‑call resolution while meeting revenue and service targets.

Key responsibilities

• Provide first‑call resolution for reservations, ticket issuance, re‑issuance and general enquiries.
• Maintain high‑quality interactions across calls, emails and queues to build customer confidence and loyalty.
• Consistently achieve individual performance and revenue targets.
• Support process improvement by adopting new technologies and work methods.
• Stay updated on products, policies and procedures, ensuring data protection and regulatory compliance.
• 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 with at least 1 year in airline reservations or contact‑centre operations.
• Strong verbal communication skills in English; additional languages are advantageous.
• High level of computer literacy and comfort with digital tools.

Required skills

• Basic knowledge of Sabre or other airline reservation systems.