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VIP Service Agent

1 week ago

Dubai, Dubai, United Arab Emirates etihad Full time

Let your career take off with the World's Leading Airline, Etihad Airways. Work in the forefront of the airline and travel industry, with the airline that has reimagined the flying experience through its pioneering products and services.

In this role, you will handle and manage all bookings and related travel journeys for Teams customer circle VIP, CIP, Khaas/Exclusive members and Residence.

Accountabilities:
  1. Handle all VIP, CIP, Khaas/Exclusive and Residence bookings, enquiries, and online booking engine support, through application of technical expertise in reservations, ticket issuance and re-issuance.
  2. Manage all redemption bookings, enquiries and requests related to Etihad Guest for the Teams customer circle.
  3. Handle all special requests for Teams customer circle in coordination with other service delivery areas.
  4. Manage the entire travel journey related to Teams customer circle or Residence bookings across the global Etihad network. This task includes strong relationship building with service delivery areas and influencing skills to ensure first class handling.
  5. Take immediate service recovery decisions and determine quick-fixes to put issues related to guests travel experience right, and to resolve major and minor issues.
  6. Manage guests email/queue, produce daily shift reports and ensure proper handover of tasks to the next shift.
  7. Maintain guests travel preferences database and manage the delivery on all their journeys.
  8. Comply with set standards of inspirational customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for guests, providing exceptional personalised service to ensure customer confidence, satisfaction and loyalty.
  9. Maintain data protection and confidentiality for Teams customer circle, ensuring attention to detail in all bookings.
Education & Requirements:
  1. Minimum Degree, preferably with courses in Amadeus reservation and ticketing.
  2. Post holder must have 1 to 3 years of experience with mandatory contact centre experience and strong customer service skills.
  3. Able to work in a 24/7 shifting environment.
  4. Arabic speaker preferred.
About Etihad Airways:

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad's ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly

To learn more, visit

Recruitment Fraud Alert:

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent and contact (HIDDEN TEXT).

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