VIP Service Agent

Synopsis
It's an exciting time to work for Etihad Airways; we've grown from a national
carrier to a global aviation group, transforming the industry through
creativity and innovation.
With a diversified portfolio of products and services, we care about
delivering outstanding travel experiences and ensuring that Etihad is always a
choice well made. We do this by leading with thoughtfulness, seeking
excellence in everything we do, promoting greater wellness and sustainability
for all, and working together to shape the future of aviation.
If you're an airline or travel customer service professional who would like to
grow your career in a dynamic environment built on collaboration, wellness and
trust - we invite you to apply.
In this role you will work in a shift based environment where you will handle
and manage all bookings and related travel journeys for Team's customer circle
VIP, CIP, Khaas/Exclusive members and Residence.
Accountabilities
* Handle all VIP, CIP, Khaas/Exclusive and Residence bookings, enquiries, and online booking engine support, through application of technical expertise in reservations, ticket issuance and re-issuance
* Manage all redemption bookings, enquiries and requests related to Etihad Guest for the Team's customer circle
* Handle all special requests for Team's customer circle in coordination with other service delivery areas
* Manage the entire travel journey related to Team's customer circle or Residence bookings across the global Etihad network. This task includes strong relationship building with service delivery areas and influencing skills to ensure first class handling
* Take immediate service recovery decisions and determine quick-fixes to put issues related to guests' travel experience right, and to resolve major and minor issues.
* Manage guests' email/queue, produce daily shift reports and ensure proper handover of tasks to the next shift.
* Maintain guests' travel preferences data base and manage the delivery on all their journeys
* Comply with set standards of inspirational customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for guests, providing exceptional personalised service to ensure customer confidence, satisfaction and loyalty
* Maintain data protection and confidentiality for Team's customer circle, ensuring attention to detail in all bookings.
Education & Experience
* Education to at least secondary level/ high school graduation is required, preferably with courses in Sabre reservation and ticketing. "Sales force system is advantage."
* Post holder must have ‎3+ years contact centre experience/customer service experience within the travel industry.
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in ‎2003 to bring
"Abu Dhabi to the World". Over the years, we have grown into Etihad Aviation
Group, a diversified global aviation and travel company, which is one of the
world's most acclaimed industry brands.
Our airline flies to over ‎84 destinations with a fleet of over ‎100 Airbus and
Boeing aircraft, serving ‎18.6 million passengers a year and carrying ‎682,000
tonnes of cargo in ‎2018.
COVID-‎19 UPDATE: The health and safety of our communities--including our
employees and our candidates remains our top priority. From a recruiting
perspective we are continuing to identify people for roles with Etihad in
anticipation we will be able to hire, however the process may take longer
because we are using more virtual recruiting techniques, and start dates may
be delayed because of guidance from the governments in the countries we
operate in. We appreciate your understanding and flexibility, Stay safe and
healthy.