Etihad Airways is inviting applications for the position of Customer Service Officer in Abu Dhabi, United Arab Emirates. This full-time opportunity is available within the Operations & Guest Experience division and is ideal for professionals with previous contact center experience and a passion for delivering exceptional customer service.
The selected candidate will join Etihad’s Premium Contact Centre team, supporting VIP guests, handling complex customer enquiries, coaching team members, and ensuring a seamless premium travel experience. Candidates with excellent communication skills and the ability to work in a fast-paced environment are encouraged to apply online.
About Etihad Airways
Etihad Airways is the national airline of the United Arab Emirates, headquartered in Abu Dhabi. The airline is recognized for its international flight network and premium hospitality services. Its focus is on providing high-quality travel experiences through professional customer support, operational excellence, and personalized guest services.
Job Details
| Category | Details |
|---|---|
| Company | Etihad Airways |
| Job Position | Customer Service Officer |
| Job Location | Abu Dhabi, UAE |
| Department | Operations & Guest Experience |
| Job Type | Full-Time |
| Job Category | Customer Service |
| Experience | Previous Contact Centre Experience Required |
| Education | Minimum High School Certificate |
| Application Mode | Online |
About the Role
The Customer Service Officer will support the daily operations of Etihad’s Premium Contact Centre. This position involves handling priority customer interactions, assisting with escalated cases, supporting team performance, and coordinating with internal departments to deliver excellent service.
The successful candidate will also help maintain service quality and operational efficiency while ensuring that premium guests receive professional and personalized assistance.
Key Responsibilities
- Handle complex customer cases and act as the first escalation point for special requests and policy exceptions.
- Manage priority calls, VIP guests, and urgent customer situations professionally.
- Support the supervisor and maintain operational continuity when required.
- Coach Premium Guest Relations Agents on call quality, communication, and service standards.
- Assist with employee onboarding and ongoing training.
- Monitor call queues, service levels, and call handling performance.
- Review daily performance reports and recommend improvements.
- Coordinate with Concierge, Chauffeur, and Airport Services teams.
- Maintain accurate customer information and follow data protection and security requirements.
- Contribute to process improvements and service enhancement initiatives.
Required Qualifications and Experience
Candidates interested in this Etihad Airways vacancy must meet the following requirements:
- Minimum High School Certificate or higher qualification.
- Previous contact centre work experience is required.
- Strong verbal and written communication skills.
- Excellent customer service and problem-solving abilities.
- Ability to handle complex customer enquiries professionally.
- Confidence in supporting and coaching team members.
- Ability to work in a fast-paced operational environment.
Benefits of Working at Etihad Airways
This role provides an opportunity to work with premium airline products and services, interact with VIP guests, develop leadership and coaching skills, and contribute to customer satisfaction. It also offers valuable exposure to the international aviation and hospitality industry.
How to Apply for Etihad Airways Jobs
Interested and eligible candidates can apply online through the official Etihad Airways recruitment portal.
Applicants should review the complete job requirements and submit their updated CV through the official application page.
Conclusion
The Customer Service Officer vacancy at Etihad Airways is an excellent opportunity for experienced contact center professionals seeking to develop their careers in the aviation industry. Candidates with strong customer service abilities, communication skills, and relevant experience are encouraged to apply online.
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