The successful candidate will be responsible for handling customer enquiries, supporting reservations and ticketing activities, assisting customers through the Online Booking Engine (OBE), and delivering a high standard of service. Strong communication, computer literacy, problem-solving ability, and knowledge of airline reservation systems will be valuable for this role

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Etihad Airways Contact Centre Agent – Job Overview

About the Contact Centre Agent Role

The Contact Centre Agent will interact directly with customers and help resolve their enquiries efficiently, preferably during the first interaction. The role involves handling calls and other customer communication channels while maintaining professional service standards.

Employees will also assist customers with the Online Booking Engine (OBE), reservations, ticket issuance, and ticket re-issuance. Meeting individual service and revenue targets is an important part of the position.

The role also requires employees to remain familiar with Etihad's products, services, policies, procedures, and new technologies.

Key Responsibilities

• Handle customer enquiries professionally and aim for first-call resolution.
• Assist customers with the Online Booking Engine (OBE).
• Support flight reservations and booking-related enquiries.
• Process ticket issuance and re-issuance when required.
• Provide consistent service through calls, emails, and customer queues.
• Build customer confidence and encourage customer loyalty.
• Achieve assigned individual service and revenue targets.
• Follow established company procedures and customer service standards.
• Maintain accurate and confidential customer information.
• Keep up to date with airline products, services, policies, and procedures.
• Adapt to new technologies and improved working methods.
• Deliver a positive customer experience during every interaction.
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• Education and Experience Requirements

Applicants interested in the Contact Centre Agent position should ideally meet the following criteria:

• Minimum secondary school education.
• Training or courses in airline reservation and ticketing are an advantage.
• Around 1–2 years of customer service experience is preferred.
• At least one year of airline reservation or contact centre experience is preferred.
• Familiarity with contact centre processes and customer service practices.
• Basic knowledge of Sabre or another airline reservation system is beneficial.
• Strong spoken and written English communication skills.
• Additional language skills may be required depending on business needs.
• Good computer literacy and confidence using digital systems.

Skills Required

Candidates should demonstrate:

• Excellent verbal communication skills.
• Strong customer service abilities.
• Effective problem-solving skills.
• Knowledge of airline reservations and ticketing.
• Understanding of contact centre operations.
• Good computer and digital skills.
• Strong attention to detail and accuracy.
• Ability to work toward performance targets.
• Ability to handle confidential customer information responsibly.
• Flexibility and willingness to learn new systems and procedures.

Salary and Benefits

The available vacancy information does not provide a specific salary figure or detailed benefits package for this position. Candidates should confirm the applicable salary, allowances, benefits, and employment conditions directly with Etihad Airways during the recruitment process.

This role can provide valuable professional experience in airline customer service, reservations, ticketing, contact centre operations, and digital customer support.

Work Environment

The Contact Centre Agent works in a fast-paced, customer-oriented environment. Daily responsibilities may include handling customer calls, emails, queues, booking enquiries, and ticketing requests.

The position requires employees to maintain service quality while working toward individual performance objectives. Candidates should be comfortable communicating with customers, handling multiple enquiries, learning airline procedures, and working with reservation and digital systems.

How to Apply for Etihad Airways Contact Centre Agent Jobs

Eligible candidates can submit their applications online through the Etihad Airways recruitment platform.

Applicants are advised to prepare an updated CV that clearly highlights their customer service, airline reservation, ticketing, contact centre, and computer skills. Candidates with relevant airline experience should make sure their previous responsibilities and reservation-system knowledge are clearly mentioned.

Application: Etihad Airways Contact Centre Agent – Online Recruitment

Conclusion

The Etihad Airways Contact Centre Agent Jobs 2026 in Abu Dhabi offer an excellent opportunity for customer service professionals interested in developing a career within the aviation industry. Candidates with airline reservation or contact centre experience, strong English communication skills, computer proficiency, and a customer-focused approach may be well suited to this position.

Before applying, candidates should carefully review the latest vacancy information and ensure that they meet the stated qualifications and experience requirements.

Disclaimer

Job vacancies, eligibility requirements, salaries, benefits, and employment conditions may change or close without prior notice. Applicants should verify the latest information through the official recruitment channel before submitting an application.

Never pay money to anyone in exchange for a job, interview, visa, or recruitment service. Avoid sharing OTPs, passwords, banking details, or other sensitive information with unknown individuals.