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Customer Care Jobs at Etihad Airways; Contact Centre Agent

Posted By : Brown Kaje on Wednesday, 7 May 2014 | 6:39:00 am

Job Title:        Contact Centre Agent - Al Ain
Job Location:   Al Ain, U.A.E.
Employer:    Etihad Airways
Department     Direct Sales

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 Overview:
The successful candidate will have to attend to guest calls and provide first call resolution ensuring compliance with set standards and procedures in order to optimise guest satisfaction and achieve revenue and customer service individual targets.

Job Requirements:
Qualification & Education:

  • Educated to secondary level with courses in typing and general secretarial

  • Post holder must have a minimum of 2-3 years customer service or reception experience preferably in an airline industry

Training & Knowledge:
  •     Knowledge of functions and locations of departments
  •     Knowledge and skill in the operation of telephone switchboard
  •     Good conversational English is required; Arabic language is preferred
  •     Computer literate

Job Duties:
  •     Provide first call resolution for all guest enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance.
  •     Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty.
  •      Keep up to date on EY products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
  •     Achieve individual revenue and customer service targets to support delivery of team/departmental targets.
  •     Support other departmental functions as required (e.g. ticketing & E-Services desk, preflight checks, service desk, etc.).

Deadline Date: 29/06/2014

Apply Online

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