Member Services Team Lead

5 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Etihad Full time
Service Delivery Excellence

We are committed to delivering exceptional service to our guests. To achieve this goal, we seek a highly skilled and experienced leader to manage the Etihad Guest Member Service Operations, Data Processing Unit, and Service Performance & Quality teams.

  • The successful candidate will drive the delivery of high-quality service to Etihad Guest programme members, fostering a culture of excellence within the team.
Main Responsibilities
  • Oversee end-to-end management of operations at the Etihad Guest Member Service Team, covering member interactions, including enrolments, claims, queries, and service requests.
  • Develop and execute strategies to enhance outsourced contact centre performance, aligning with agreed SLAs.
  • Conduct regular evaluations of knowledge levels of the programme and quality of service offered through checks within the company and partner networks.
  • Closure of escalated cases from various departments, adhering to specified timeframes, even outside normal working hours.
  • Identify opportunities for process improvement to effectively address customer-centric issues related to the Etihad Guest programme.
Requirements
  • 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.
  • Advanced knowledge of ticketing and reservations systems used by Etihad Airways (Amadeus).
  • A proven track record of success in implementing CRM-centric programmes in the service industry with international brands, preferably in the airline industry.
  • Strong collaboration with marketing and internal departments to develop campaign strategies and new offers.
  • Regular reporting of volumes, SLAs, and quality to concerned teams and management.
  • Tier Approval management.


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