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Job Description
Synopsis
The purpose of this role is to support escalations and disruptions to ensure continuous support to guests and to ensure compliance to Etihad’s policies and procedures.
Accountabilities
- Provide 24/7 coverage to resolve live Premium guest service delivery failures, mass flight disruptions, death incidents and serious medical cases.
- Support and assist with service recovery delivery and assist with related decision-making and communicating plans to minimise disruption to guests travel.
- Register all incidents in the tracking system, to ensure accurate data is captured and cases are resolved.
- Liaise with aircraft in-flight and all stations around the network to communicate service recovery plans and resolve issues in the shortest time possible.
- Liaise with internal service providers to ensure that Guest feedback is fed back into the business.
Education & Experience
- Minimum High School Certification and preferably a degree.
- Minimum 3 years of experience within a reservations environment and customer service.
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. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
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