Contact Centre Agent

About the role

Etihad is looking for a Contact Centre Agent to provide first‑call resolution and high‑quality support to its customers. The role focuses on handling enquiries through calls, emails and chat while meeting revenue and service targets.

Key responsibilities

• Resolve customer enquiries on the Online Booking Engine, including reservations, ticket issuance and re‑issuance.
• Maintain high‑quality interactions across all channels to build confidence, satisfaction and loyalty.
• Consistently achieve individual performance and revenue targets.
• Support the adoption of new technologies and improve processes.
• 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.
• Adhere to company policies and legal requirements, including regulatory compliance.

Required profile

• Secondary education, preferably with courses in reservation and ticketing.
• 1–2 years of customer service experience, at least 1 year in airline reservations or contact‑centre operations.
• Understanding of contact‑centre workflows and standards.
• Strong verbal communication in English; additional languages a plus.
• High level of computer literacy and comfort with digital tools.

Required skills

• Basic knowledge of Sabre or other airline reservation systems.

What we offer

• Opportunity to join Etihad Airways, the UAE’s national airline, and contribute to its Journey 2030 vision.
• Exposure to a global aviation network from a hub in Abu Dhabi.