VIP Service Agent

Responsibilities

• Manage all bookings, enquiries, and travel journeys for VIP, CIP, Khaas/Exclusive members, and Residence guests.
• Apply technical expertise in reservations, ticket issuance, and re-issuance to support the online booking engine.
• Handle redemption bookings and enquiries related to Etihad Guest for the premium customer circle.
• Coordinate special requests with various service delivery areas to ensure a seamless first-class experience.
• Make immediate service recovery decisions to resolve guest travel issues and provide quick-fix solutions.
• Maintain guest travel preference databases and ensure high levels of data protection and confidentiality.
• Manage guest email queues, produce daily shift reports, and ensure smooth handovers between shifts.

Requirements

• Minimum University Degree.
• 1 to 3 years of professional experience, including mandatory contact centre experience.
• Proficiency in Sabre reservation and ticketing systems.
• Fluency in both English and Arabic (written and spoken).
• Strong customer service skills and the ability to provide personalized, inspirational service.

Preferred Qualifications

• Experience or training in Salesforce systems.

About the Company

Etihad Airways is the UAE’s national airline, shaping the future of global aviation from its hub in Abu Dhabi. Through our "Journey 2030" ambition, we are expanding our network and fleet to connect people across continents and cultures, driving excellence in the global aviation industry.