As part of the Operations & Guest Experience team, you will assist passengers with travel enquiries, reservations, ticketing services, and other customer support requests while delivering the exceptional service standards that Etihad Airways is known for.

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About Etihad Airways

Etihad Airways is the national airline of the United Arab Emirates and one of the world's leading aviation companies. Headquartered in Abu Dhabi, the airline connects passengers to destinations across the Middle East, Europe, Asia, Africa, Australia, and North America.

Recognized for innovation, premium service, and operational excellence, Etihad provides employees with rewarding career opportunities in a diverse, multicultural workplace.

Job Details

Job Overview

The Contact Centre Agent is responsible for providing outstanding customer support through phone calls, emails, and digital communication channels. The role focuses on achieving first-contact resolution while assisting passengers with reservations, ticket issuance, booking changes, and general travel enquiries.

Successful candidates will ensure a high level of customer satisfaction while meeting service quality and performance targets.

Key Responsibilities

The selected candidate will:

• Respond promptly to customer enquiries and aim for first-contact resolution.
• Assist passengers with flight bookings, reservations, ticket issuance, and ticket reissuance.
• Deliver professional customer support through telephone, email, and online communication channels.
• Maintain excellent customer service standards and ensure customer satisfaction.
• Meet individual performance and revenue targets.
• Support the implementation of new technologies and service enhancements.
• Stay updated on airline products, services, policies, and operational procedures.
• Protect customer information by maintaining confidentiality and accurate records.
• Work closely with internal departments to ensure a smooth customer experience.
• Follow company policies, aviation regulations, and data protection requirements.

Eligibility Requirements

Applicants should meet the following criteria:

• Secondary School qualification or equivalent.
• Additional certification in airline reservations or ticketing is an advantage.
• One to two years of customer service experience.
• Previous experience in airline reservations or contact centre operations is preferred.
• Familiarity with airline reservation systems such as Sabre is desirable.

Required Skills

Ideal candidates should possess:

• Excellent verbal and written communication skills.
• Fluency in English (additional languages are an advantage).
• Strong customer service and problem-solving abilities.
• Knowledge of contact centre operations and customer support processes.
• Good computer skills and confidence using digital applications.
• Ability to manage multiple customer enquiries efficiently.
• Strong attention to detail and accuracy.
• Teamwork and effective interpersonal skills.
• Ability to perform well in a fast-paced environment.

Employee Benefits

Eligible employees may receive benefits in accordance with Etihad Airways policies, including:

• Competitive salary package.
• Comprehensive medical insurance.
• Paid annual leave.
• Staff travel benefits (where applicable).
• Professional training and career development opportunities.
• Inclusive and multicultural work environment.
• End-of-service benefits as per UAE Labour Law.

Work Environment

As a Contact Centre Agent, you will work within Etihad Airways' Operations & Guest Experience division, supporting passengers through multiple communication channels. The role requires professionalism, excellent communication skills, and the ability to resolve customer enquiries efficiently while maintaining high service standards.

You will collaborate with reservations teams and other internal departments to ensure passengers enjoy a seamless travel experience.

How to Apply

Interested candidates can apply through the official Etihad Airways Careers portal by following these steps:

1. Visit the official application page.
2. Review the complete job description and eligibility requirements.
3. Prepare an updated CV along with any supporting documents.
4. Complete the online application form.
5. Submit your application through the official recruitment portal.

Official Application: 

Final Thoughts

The Contact Centre Agent position at Etihad Airways is an excellent opportunity for customer service professionals looking to build a career in the aviation industry. The role offers valuable experience in airline reservations, passenger support, and contact centre operations while working for one of the UAE's most respected airlines.

If you have strong communication skills, a passion for customer service, and an interest in aviation, this could be the perfect opportunity to advance your career.

Important Notice

When applying for this position, it is recommended to upload an ATS-friendly CV, as many employers use Applicant Tracking Systems (ATS) to shortlist candidates.

If you need assistance in creating a professional ATS-compatible resume, you may seek help from a trusted resume-writing service before submitting your application.