Premium Guest Relations Rep

Synopsis If you are passionate about delivering world-class service that truly impacts our passengers' journeys, we want to hear from you. Join our Premium Guest Relations team and be part of an organisation committed to excellence. Read through the mandatory requirements below and apply now to become an integral part of Etihad's mission to redefine premium travel experiences. Deliver an exceptional, personalised, and seamless service experience to Etihad’s Premium passengers through the Contact Canter. Ensure every interaction reflects the premium standards of the airline, supporting loyalty, satisfaction, and revenue growth with the following responsibilities: Accountabilities: Manage premium passenger queries and requests via phone, email, or chat with professionalism, discretion, and empathy. Provide accurate information and assistance across reservations, upgrades, ticketing, and special services, ensuring premium care at every step. Anticipate passenger needs and proactively offer tailored solutions or upselling opportunities that enhance the customer journey. Liaise with internal departments (Airport Services, Concierge, Chauffeur, etc.) to ensure seamless delivery of premium experiences. Maintain complete and accurate records of interactions in accordance with data protection and service standards. Demonstrate expert knowledge of Etihad’s premium products, policies, and procedures to resolve complex customer issues efficiently. Uphold service excellence benchmarks, contributing to Etihad’s Premium brand reputation and customer loyalty.

Education & Experience Minimum High School certification or anything above Previous contact centre work experience required.

Deliver an exceptional, personalised, and seamless service experience to Etihad’s Premium passengers through the Contact Center. Manage premium passenger queries and requests via phone, email, or chat with professionalism, discretion, and empathy. Provide accurate information and assistance across reservations, upgrades, ticketing, and special services, ensuring premium care at every step. Anticipate passenger needs and proactively offer tailored solutions or upselling opportunities that enhance the customer journey. Liaise with internal departments (Airport Services, Concierge, Chauffeur, etc.) to ensure seamless delivery of premium experiences. Maintain complete and accurate records of interactions in accordance with data protection and service standards. Demonstrate expert knowledge of Etihad’s premium products, policies, and procedures to resolve complex customer issues efficiently. Uphold service excellence benchmarks, contributing to Etihad’s Premium brand reputation and customer loyalty.