Job Opportunity in UAE: Customer Service Officer at Etihad Aviation Group

Etihad Aviation Group is looking for someone who is ambitious, talented and driven by a desire to deliver a world-class product and exceptional customer service to work as a customer service employee. He will be responsible for all customer service procedures as well as compliance with relevant safety, security and quality rules.

Core Responsibilities:

• Follow all relevant policies, processes, and procedures so that work is carried out in a controlled and consistent manner.
• Implement the day-to-day standard operations assigned to ensure compliance with the established standards and procedures. Refer to supervisor for complex tasks which may require some exceptions.
• Comply with all relevant safety, security, quality, health, and environmental procedures to ensure a healthy and safe work environment.

Additional Responsibilities:

• Plan, update and supervise daily assignment of activities to ensure the smooth execution of all operations in line with SLAs and quality standards.
• Coordinate the execution of daily activities to ensure they are compliant with internal procedures and best practices to meet company standards.
• Liaise with internal/external teams to ensure inquiries are managed on time.
• Monitor and coordinate customer service activities for VIP, CIP, Khaas/Exclusive members, and Residence to ensure high-value customers enjoy best in class service.
• Plan, coordinate and supervise the execution of special services and/or the resolution of critical inquiries/ complaints to ensure customers’ needs are met.
• Develop and update time schedules and shifts to ensure smooth execution of operations and compliance with internal procedures.
• Manage the performance of the team and 3rd party, to ensure the achievement of operational KPIs according to SLAs.
• Collect, review and consolidate indicators on daily operations to timely identify and suggest areas of improvements.
• Implement and monitor best practices over a wide range of assigned and emerging operations to ensure daily operations are executed effectively and eventual sales targets are reached.
• Suggest improvements to procedures to increase efficiency and customer satisfaction.
• Monitor and report on team performance to ensure proper tracking of results, achievements.
• Complete and document coaching and development sessions to ensure the team is constantly developed.
• Proactively perform a wide range of emerging activities to ensure compliance with the established standards and procedures and a high level of customer service.

Eligibility Criteria:

• To be an Emirati citizen.
• Minimum Diploma (2 years or more).
• Minimum of 3 years of work experience within the relevant field.
• Advanced knowledge with GDS, Sabre preferably (Ticketing and Reservation).
• Understanding of Salesforce (Preferably).
• Knowledgeable with Microsoft Office.
• Arabic language Proficiency.

Skills:

• Communication skills – Excellent.
• Customer Service skills – Advanced.
• Complaints Handling skills – Advanced.
• English Language skills – Advanced.
• Performance Management skills – Basic.
• Planning&Organizing skills – Advanced.
• Roster Management skills – Proficient.
• Time & Stress Management skills – Advanced.

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