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

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

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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.


  • 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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United Arab Emirates
Country of residence
Any Country
Both gender

Opportunity Information

Opportunity Targeting
Graduate Students
Monthly salary
Opportunity Coverage
Stipend/ Living allowance, Other
Opportunity will take place in
United Arab Emirates
Required Documents

Educational Conditions

Required Specialties
Educational Level
High School Diploma
Required Languages
Arabic, English
Learn how to apply

Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 to bring “Abu Dhabi to the World”. Over... More details