Contact Centre Agent

Responsibilities

• Handle customer enquiries and provide support for the Online Booking Engine (OBE), including reservations, ticket issuance, and re-issuance
• Maintain high-quality interactions across calls, emails, and queues to build customer confidence and loyalty
• Consistently achieve individual performance goals and revenue targets
• Support the adoption of new technologies and work methods to enhance efficiency
• Stay updated on products, services, policies, and procedures
• Safeguard customer and staff information ensuring confidentiality and accuracy
• Collaborate with other departments to ensure smooth operations
• Adhere to company policies and legal requirements regarding data privacy

Requirements

• Minimum of secondary education
• 1–2 years of experience in customer service, with at least 1 year in airline reservations or contact centre operations
• Understanding of contact centre workflows and customer interaction standards
• Basic knowledge of Sabre or other airline reservation systems
• Strong verbal communication abilities and fluency in English
• High level of computer literacy and comfort with digital tools

About the Company

Etihad Airways is the UAE's national airline based in Abu Dhabi, connecting people across continents and cultures while driving its "Journey 2030" ambition to expand its fleet and network.