Home » , , » Guest Response Officer Job at Etihad Airways

Guest Response Officer Job at Etihad Airways

Posted By : Brown Kaje on Tuesday, 1 April 2014 | 2:57:00 am

Job Title:    Guest Response Officer
Job Location:    Abu Dhabi
Employer:    Etihad Airways
Department:    Guest Experience

About Us
Etihad Airways, the national airline of the United Arab Emirates, has in just ten years established itself as the world’s leading airline. “Etihad” is the Arabic word for “union”.

Set up by Royal (Amiri) Decree in July 2003, Etihad commenced commercial operations in November, 2003, and has gone on to become the fastest growing airline in the history of commercial aviation.

Job Description:

  • To provide 24/7 coverage based in the Network Operations Centre (NOC) to resolve immediate issues pertaining to guest service delivery failures across the globe and in direct communication with live aircraft in flight and all stations across the Etihad network.
  • Manage all serious guests' complaints at Abu Dhabi Airport and Etihad Network including Guest Services communication in an empathic and proactive manner with the aim of resolving their issues and retaining their future business through taking proactive compensation and service recovery decisions. Handle mass flight disruptions, death incidents and serious medical cases.

Job Requirements:
Postholder is required to have 5-7 years customer service experience in ‎airline frontline service delivery or in a customer service recovery role.
  •     Experieence in complaints handling
  •     Flights Disruption Management
  •     Airline Airport standard procedures and policies
  •     Airport Medical Procedures & Processes
  •     Fluency in English
  •     ACARS & Panasonic
  •     Aims, Amadeus, DCS, VXceed

Job Responsibilities:

  •     Supporting the Duty Manager in delivering service recovery, assisting decision-making, communicating plans and accurately reporting and tracking incidents and recovery plans
  •     Deputising for the Guest Response Duty Manager where required
  •     Working on a shift basis shift covering all the duties associated with Guest Response
  •     Following all processes and procedures
  •     Recording incidents into Epiphany and ensuring follow-up for cases
  •     Providing accurate follow-up and handover notes for next shift
  •     Liasing with aircraft in flight and all stations around the network communicating service recovery plans
  •     Developing and maintaining a network with the service delivery divisions
  •     Playing an active part in the decision making process
  •     Managing the formalities, processes and procedures related to sickness and death onboard cases
  •     Plan the handling of Premium guests during delays/disruption including re-issuance and re-validation of guests tickets when re-routing takes place 


Deadline Date: 06/04/2014

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