• Etihad Airways Careers | Guest Services Agent, UAE

    Etihad Airways Careers | Guest Services Agent, UAE

    Location: United Arab Emirates

    Job Description

    We are pleased to announce an incredibly exciting opportunity to join our Hub Operation team as Guest Services Agent. As a Guest Services Agent, you will be responsible to receive and process customer requests, enquiries and address complaints by providing excellent customer service, to increase customer satisfaction and ensure smooth running of operations at the airport.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Perform a wide range of airport services (e.g. guest / baggage handling, check in and boarding operations, tickets and boarding passes screening) to ensure high quality services are delivered to all guests in compliance with safety, quality and operational objectives

    • Collaborate with handling agents by supporting in executing handling operations to ensure timely and high quality delivery of services to guests

    • Support customers with connecting flights to ensure complete and timely information are provided

    • Liaise with Cabin crew to ensure boarding operations are executed on time and according to safety procedures

    • Execute initial security screens to ensure access to airport is properly monitored

    • Receive, process, and respond to daily enquiries on a wide range of services by providing timely and high quality support to internal / external customers to meet their requirement

    • Receive and analyse complaints to ensure they are solved or addressed in the most effective manner

    • Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner

    • Coordinate and escalate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided

    • Work closely with supervisors to improve the execution of assigned activities

    • Track major customer complaints and report key issues to supervising colleagues

    • Interact with internal teams to ensure consistent and reliable customer service

    • Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation

    • Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations

    • Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service

    Job Requirements

    • Minimum high school certification

    • 1 year experience in a similar role required.

    Job Specific Skills

    • Communication skills - Excellent

    • Complaints Handling skills - Advanced

    • Computer skills - Proficient

    • Frontline Customer Service skills - Advanced

    • English Language skills - Excellent

    • Time & Stress Management skills - Advanced.

    Job Details

    Company/Organization: Etihad Airways

    Vacancy Type: Full-time Job

    Job Functions: Customer Service

    Job Location: United Arab Emirates

    Application Deadline: N/A