Contact Centre Agent Full Time

Key Responsibilities

• First Call Resolution Handle customer enquiries and provide support for the Online Booking Engine (OBE), including reservations, ticket issuance, and re-issuance.
• Customer Service Standards Maintain high-quality interactions across calls, emails, and queues to build customer confidence, satisfaction, and loyalty.
• Revenue & Service Targets Consistently achieve individual performance goals, contributing to overall team and departmental success.
• Process Improvement Support the adoption of new technologies and work methods to enhance efficiency and service quality.
• Continuous Learning Stay updated on products, services, policies, and procedures; proactively enhance technical expertise.
• Data Protection Safeguard customer and staff information, ensuring confidentiality and accuracy in all bookings.
• Cross-Department Support Collaborate with other departments to ensure smooth operations and customer satisfaction.
• Regulatory Compliance Adhere to company policies and legal requirements, including data privacy and protection.

• Secondary Education: Minimum qualification required, ideally complemented with courses in reservation and ticketing.
• Customer Service Background: 1–2 years of experience preferred, with at least 1 year in airline reservations or contact centre operations.
• Contact Centre Knowledge: Understanding of workflows, processes, and customer interaction standards.
• Reservation Systems: Basic knowledge of Sabre or other airline reservation systems is an advantage.
• Communication Skills: Strong verbal communication abilities, with fluency in English and additional languages as required.
• Technical Proficiency: High level of computer literacy and comfort with digital tools.

Advance your aviation career by applying for Contact Centre Agent Jobs in Abu Dhabi with Etihad Airways. Professionals with expertise in customer relationship management (CRM), airline reservations, passenger support, ticketing systems, travel bookings, call center operations, communication skills, problem-solving, Microsoft Office, customer satisfaction, aviation operations, and multichannel customer support can enjoy attractive salary packages, comprehensive employee benefits, and continuous professional development. Apply today to secure one of the leading Contact Centre Agent Jobs UAE and build a rewarding future with one of the Middle East’s most prestigious international airlines.