If you are looking to build a career in airline customer service, the Contact Centre Agent position in Abu Dhabi, United Arab Emirates, offers an excellent opportunity to work in a fast-paced aviation environment. This role focuses on delivering high-quality customer support, handling reservations, resolving customer enquiries, and ensuring an exceptional travel experience. It is well suited for candidates with contact centre or airline reservation experience who have strong communication and problem-solving skills.
Job Details
| Job Title | Contact Centre Agent |
|---|---|
| Company | Etihad Airways |
| Location | Abu Dhabi, United Arab Emirates |
| Department | Operations & Guest Experience |
| Employment Type | Full-Time |
| Experience Required | 1–2 Years |
| Minimum Qualification | Secondary Education |
| Preferred Experience | Airline Reservations / Contact Centre |
| Preferred Systems | Sabre or Other Airline Reservation Systems |
| Application Mode | Online |
About the Role
The Contact Centre Agent is responsible for providing professional customer support through phone calls, emails, and digital communication channels. The primary objective is to achieve first-call resolution, ensuring customers receive accurate information and timely assistance with reservations, ticketing, and travel-related enquiries.
The role also involves maintaining service quality standards, protecting customer information, supporting operational improvements, and contributing to team performance goals.
Key Responsibilities
Customer Support
- Handle customer enquiries through calls, emails, and online channels.
- Provide first-call resolution whenever possible.
- Assist customers with the Online Booking Engine (OBE).
- Process reservations, ticket issuance, and ticket re-issuance.
- Deliver accurate travel information and booking support.
Customer Service Excellence
- Maintain professional and courteous communication at all times.
- Build customer confidence through efficient service.
- Ensure high levels of customer satisfaction and loyalty.
- Meet company service quality standards.
Performance & Operations
- Achieve individual revenue and customer service targets.
- Support new technologies and process improvements.
- Collaborate with internal departments to resolve customer issues efficiently.
- Maintain accurate booking records and customer information.
Compliance & Data Protection
- Protect customer and company data in accordance with privacy regulations.
- Follow company procedures and legal compliance requirements.
- Ensure accuracy in all reservation and ticketing activities.
Required Qualifications
Candidates should meet the following requirements:
- Secondary education or equivalent qualification.
- Additional training in airline reservations or ticketing is preferred.
- 1–2 years of customer service experience.
- Minimum one year of experience in airline reservations or contact centre operations is preferred.
- Basic knowledge of Sabre or other airline reservation systems.
- Strong computer literacy and digital skills.
- Excellent verbal communication in English.
- Additional language skills are considered an advantage.
Skills Required
Successful candidates should possess:
- Customer service and guest support skills.
- Airline reservation and ticketing knowledge.
- First-call resolution techniques.
- Strong communication and listening skills.
- Computer and reservation system proficiency.
- Problem-solving and decision-making abilities.
- Time management and multitasking skills.
- Attention to detail and data accuracy.
- Teamwork and collaboration.
- Adaptability in a fast-paced contact centre environment.
Benefits
Employees may receive a competitive package that can include:
- Competitive salary and benefits.
- Medical and healthcare coverage.
- Annual leave and public holiday benefits.
- Professional training and career development.
- Opportunities to enhance airline reservation and customer service skills.
- Exposure to an international aviation environment.
- Collaborative and supportive workplace.
Work Environment
The Contact Centre Agent works within Etihad Airways’ Operations & Guest Experience division, handling customer interactions across multiple communication channels. The role requires excellent communication, attention to detail, and the ability to manage multiple customer requests while maintaining high service standards and compliance with company procedures.
How to Apply
Interested candidates can submit their applications through the official Etihad Airways careers portal. Before applying, update your CV to highlight experience in customer service, airline reservations, contact centre operations, ticketing, Sabre or other reservation systems, and communication skills. Demonstrating experience with booking systems and customer support will strengthen your application.
Conclusion
The Contact Centre Agent position at Etihad Airways in Abu Dhabi is an excellent opportunity for professionals seeking a career in airline customer service and reservations. The role combines customer support, reservation management, ticketing, and service excellence within one of the region’s leading aviation organizations. Candidates with strong communication skills, airline reservation knowledge, and contact centre experience are encouraged to apply through the official careers portal and take the next step in their aviation career.
