Synopsis
The purpose of this role is to support escalations and disruptions to ensure
continuous support to guests and to ensure compliance to Etihad's policies and
procedures.
Accountabilities
* Provide 24/7 coverage to resolve live Premium guest service delivery failures, mass flight disruptions, death incidents and serious medical cases.
* Support and assist with service recovery delivery and assist with related decision-making and communicating plans to minimise disruption to guests' travel.
* Register all incidents in the tracking system, to ensure accurate data is captured and cases are resolved.
* Liaise with aircraft in-flight and all stations around the network to communicate service recovery plans and resolve issues in the shortest time possible.
* Liaise with internal service providers to ensure that Guest feedback is fed back into the business.
Education & Experience
* Minimum High School Certification and preferably a degree.
* Minimum 3 years' of experience within a reservations environment and customer service.
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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