Customer Service Coordinator
Location: Abu Dhabi, AE
Summary
To represent and deliver high quality service to members of the Etihad Guest
programme by efficiently processing all member communication and
correspondence in a timely and professional, member-focused manner.
Responsibilities
* Manage all mailboxes that deal with incoming correspondence for the Etihad Guest programme which includes direct member queries with internal Etihad staff from Call Center, Airport, Lounge, Sales, retail offices etc.
* Provided end to end solutions to premium customer service for Platinum members by email, social media escalations and high-profile escalations
* Ensure documentation required by other departments to service member's requests is provided promptly and in accordance with the operations procedures.
* Operate as the main point of contact for investigating member queries in case queries cannot be resolved by the EY Call Centre or other front-end staff.
* Document and track issues that require additional technical resource support and follow through on any unresolved enquiries within Specified SLA's
* Prioritise and assign cases to EY Call Centre agents where required with necessary follow up to ensure completion of the assigned task
* Contribute to the evolution of the Etihad Guest programme with adhoc support for projects and associated activities
Education and Experience
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.
To learn more, visit etihad.com
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.
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