Contact Centre Agent

Would You Like To Be A Contact Centre Agent For Etihad?


About This Job

As a Contact Centre ( Structures ), you will be responsible for attending to customer calls and provide first call resolution ensuring compliance with set standards and procedures in order to optimize customer satisfaction and achieve revenue and customer service individual targets.


Key Responsibilities

  • Provide first call resolution for all customer inquiries and OBE (online booking engine support) through the application of technical expertise in reservations, ticket issuance, and re-issuance.
  • Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, etc.) to ensure customer confidence, satisfaction and loyalty.
  • Achieve individual revenue and customer service targets to support delivery of team/departmental targets.
  • Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
  • Keep up to date on products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
  • Maintain data protection and confidentiality for both staff and customers, ensuring attention to detail in all bookings.
  • Support other departments as required.
  • Adhere to company regulatory requirements such as data protection, data privacy etc.
  • Perform other lawful tasks delegated by the management.


Education and Experience

  • Education to at least secondary level is required, preferably with courses in reservation and ticketing.
  • It’s desirable for the post holder to have 1-2 years customer service and/or contact centre experience, ideally at least 1 year of which in airline reservations.
  • Knowledge of contact centre operations.
  • Sabre and/or any airline reservation system basic knowledge will be an advantage.
  • Excellent verbal communication skills.
  • Fluent in Arabic & English (speaking, reading writing) and additional languages as required.
  • Computer typing skills (English)
  • High computer literacy
This job has expired.