Customer Service Officer

—On-siteFull-time

About the role

Provide leadership and subject matter expertise within Etihad’s Premium Contact Centre, ensuring the highest service delivery standards for Premium customers. Support daily operations, quality monitoring, and training of Premium Guest Relations Agents to uphold Etihad’s brand promise and customer satisfaction goals. Key Accountabilities Escalation Handling Act as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions. Coaching & Quality
Support and coach Premium Guest Relations Agents on call quality, tone, and service consistency aligned with Etihad’s premium standards. Queue Management Oversee queue performance and assist in managing service levels, call handling times, and adherence. VIP & Priority Calls
Handle priority calls, VIP guests, and urgent situations with professionalism and discretion. Stakeholder Coordination
Work closely with Concierge, Chauffeur, and Airport Services teams to ensure seamless end-to-end premium service. Performance Monitoring