Business Development Associate
6 days ago
Etihad Airways is a pioneering force in the aviation industry, recognized for its dedication to delivering exceptional customer experiences across its expansive global network. Spanning the Middle East, Africa, Europe, Asia, Australia, and North America, our presence offers unparalleled opportunities for exploration and connection.
Job Title: Business Support OfficerThis pivotal role within the Customer Care team supports business projects, SOP documentation, process analysis, and management to create strategies enhancing customer satisfaction and driving business efficiency in a multi-vendor environment.
Main Responsibilities- Develop and document accurate procedures for specific support requirements.
- Work closely with business stakeholders to ensure seamless integration of new initiatives and continuous improvement of operational performance.
- Deliver high-quality services focused on assigned support functions, continuously refining professional and technical expertise to excel in diverse areas of operations support.
- Drive business forward by analyzing current and future needs and designing/aligning processes to optimize outcomes.
- Facilitate business growth by supporting customer care functions and operations with tailored development solutions.
- Pioneer the adoption of innovative systems, processes, and technologies within the organization.
- Foster a culture of continuous improvement by identifying trends, analyzing problems, and proposing targeted solutions.
- Participate in special projects and tasks as needed.
- Support Business Continuity Planning (BCP), complaint resolution, and VIP handling.
- Function effectively within the fast-paced Contact Centre environment, focusing on results-driven outcomes despite challenging circumstances.
- University degree.
- Sound decision-making abilities coupled with self-management, customer focus, and vendor management skills.
- At least 3 years of experience in Contact Centre operations.
- Outstanding interpersonal and communication skills.
- Strong analytical mind with the capacity to derive actionable insights.
- Proficiency in Contact Centre applications, WFM, operations, and managed business transitions/integrations.
We are Etihad Airways, the UAE's national carrier, born in 2003 and quickly rising to become one of the world's premier airlines. From our Abu Dhabi hub, we connect passengers and cargo to a vast array of destinations worldwide. Thanks to partnerships with fellow airlines, our network extends to countless international locations. Recently, we've garnered widespread recognition for our outstanding service and cutting-edge offerings, reflecting our unwavering dedication to the pursuit of excellence outlined in our 'Journey 2030' roadmap.
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