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Guest Service Director

1 week ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Etihad Airways Full time
About the Position

We are seeking an experienced Service Operations Leader to join our team. The successful candidate will lead, manage and administer the Member Service Operations, Data Processing Unit and the Service Performance & Quality teams in their role to deliver high quality service to members of Etihad Guest programme.

Key Responsibilities:
  • Oversee day-to-day functions of the team.
  • Manage operations at Etihad Guest Member Service Team, responsible for interactions with Etihad Guest members.
  • Implement and control work by the outsourced contact centre.
  • Ensure knowledge level of the programme and quality of service offered.
  • Handle escalated cases.
Requirements:
  • Bachelor's degree and a minimum 5 years of experience.
  • Excellent knowledge of ticketing and reservations systems used in Etihad Airways (Amadeus).
  • Customer management skills.