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Customer Service Operations Manager

1 week ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Etihad Full time
Job Description

To lead and manage the Etihad Guest Member Service Operations, Data Processing Unit, and Service Performance & Quality teams to deliver exceptional service to members of the Etihad Guest programme.

  • Oversee the day-to-day functions of the team and serve as the point of contact for escalated cases.
Key Responsibilities
  • End-to-end management of operations at the Etihad Guest Member Service Team, handling member interactions, including enrolments, claims, queries, and service requests.
  • Manage outsourced contact centre performance based on agreed SLAs, allocating tasks and resources accordingly.
  • Evaluate knowledge levels of the programme and quality of service offered through regular checks within the company and partner networks.
  • Closure of escalated cases from various departments within a specified timeframe, including outside office hours.
  • Implementation, communication, and continuous improvement of processes to effectively manage customer-centric issues related to the Etihad Guest programme.
Required Skills and Qualifications
  • Bachelor's degree with a minimum 5 years of experience, including 3 years managing a team in a call centre, preferably in the airline industry.
  • Excellent knowledge of ticketing and reservations systems used by Etihad Airways (Amadeus) and strong customer management skills.
  • A proven track record of success in implementing CRM-centric programmes in the service industry with international brands, preferably in the airline industry.
  • Ability to work with marketing and internal departments to support campaigns and new offers.
  • Preparation and presentation of weekly and monthly reports on volumes, SLAs, and quality to concerned teams and management.
  • Tier Approval management.