Contact Centre Agent - UAE Nationals Only

JOB OVERVIEW

Etihad Airways is recruiting a full-time Contact Centre Agent in Abu Dhabi within Operations & Guest Experience. The role focuses on first-call resolution, reservations support, customer service, revenue and service targets, data protection and operational compliance.

KEY RESPONSIBILITIES

• Handle customer enquiries and support the Online Booking Engine, including reservations, ticket issuance and re-issuance.
• Maintain high service standards across calls, emails and queues.
• Work toward individual revenue and service-performance targets.
• Support new technologies and improved working methods.
• Keep product, service, policy and procedure knowledge current.
• Protect customer and staff data and maintain booking accuracy.
• Coordinate with other departments to support smooth operations and customer satisfaction.
• Follow company policies and legal requirements, including data-privacy obligations.

QUALIFICATIONS & REQUIREMENTS

• Secondary education is the minimum qualification; reservation and ticketing courses are preferred.
• 1–2 years of customer-service experience is preferred, including at least one year in airline reservations or contact-centre operations.
• Understanding of contact-centre workflows, processes and customer-interaction standards.
• Basic knowledge of Sabre or another airline reservation system is an advantage.
• Strong verbal communication skills and fluency in English; additional languages as required.
• High computer literacy and confidence using digital tools.

JOB DETAILS

Company: Etihad Airways

Location: Abu Dhabi, United Arab Emirates

Employment type: Full-time

Division: Operations & Guest Experience

Salary: Not stated by the employer.

HOW TO APPLY

Apply through ProPath.