If you are looking for Contact Centre Agent jobs in Abu Dhabi, Etihad Airways is hiring talented customer service professionals to join its Operations & Guest Experience team. This full-time opportunity is ideal for candidates with experience in airline reservations, contact centre operations, or customer support. The role focuses on delivering exceptional customer service, resolving enquiries efficiently, and supporting passengers throughout their travel experience.
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 serves destinations across the Middle East, Europe, Asia, Africa, Australia, and North America. Known for its commitment to innovation, service excellence, and customer satisfaction, Etihad offers employees the opportunity to build rewarding careers in a multicultural and dynamic work environment.
Job Details
| Job Information | Details |
|---|---|
| Job Title | Contact Centre Agent |
| Company | Etihad Airways |
| Location | Abu Dhabi, United Arab Emirates |
| Employment Type | Full-time |
| Division | Operations & Guest Experience |
| Education | Secondary School |
| Experience | 1–2 Years Preferred |
| Industry | Aviation / Customer Service |
| Application Mode | Online |
About the Role
The Contact Centre Agent is responsible for delivering high-quality customer support by handling passenger enquiries through calls, emails, and digital communication channels. The role focuses on achieving first-call resolution while assisting customers with reservations, ticket issuance, booking modifications, and general travel enquiries.
The successful candidate will maintain excellent customer service standards while meeting individual performance and service targets.
Key Responsibilities
The selected candidate will be responsible for:
- Providing first-call resolution for customer enquiries.
- Assisting customers with online bookings, reservations, ticket issuance, and ticket re-issuance.
- Delivering professional customer service through phone calls, emails, and support queues.
- Maintaining high customer satisfaction and service quality standards.
- Achieving individual revenue and service performance targets.
- Supporting the implementation of new technologies and service improvements.
- Keeping up to date with airline products, services, policies, and procedures.
- Protecting customer information by maintaining confidentiality and data accuracy.
- Collaborating with internal departments to ensure seamless customer service.
- Following company policies, aviation regulations, and data protection requirements.
Required Qualifications
Applicants should possess:
- Secondary School qualification as the minimum educational requirement.
- Additional training or certification in airline reservations or ticketing is an advantage.
- One to two years of customer service experience.
- At least one year of experience in airline reservations or contact centre operations is preferred.
- Basic knowledge of airline reservation systems such as Sabre is desirable.
Required Skills
Successful candidates should demonstrate:
- Excellent verbal communication skills.
- Fluency in English; additional language skills are an advantage.
- Strong customer service and problem-solving abilities.
- Good knowledge of contact centre operations.
- Computer literacy and confidence using digital systems.
- Ability to manage multiple customer enquiries efficiently.
- Attention to detail and accuracy.
- Teamwork and interpersonal communication skills.
- Adaptability in a fast-paced customer service environment.
Benefits
Eligible employees may receive benefits in accordance with Etihad Airways’ company policies, including:
- Competitive salary package.
- Medical insurance.
- Paid annual leave.
- Staff travel benefits, where applicable.
- Professional training and career development opportunities.
- Multicultural and inclusive workplace.
- End-of-service benefits as per UAE Labour Law.
Work Environment
The Contact Centre Agent will work within Etihad Airways’ Operations & Guest Experience division, providing customer support through various communication channels. The role requires professionalism, strong communication skills, and the ability to handle customer enquiries efficiently while maintaining service quality standards.
Employees work closely with reservations teams and other departments to deliver a smooth travel experience for passengers while adhering to company procedures and aviation regulations.
How to Apply
Interested candidates can submit their applications through the official Etihad Airways Careers portal.
Application Steps
- Visit the official application link below.
- Review the complete job description and eligibility requirements.
- Prepare your updated CV and relevant supporting documents.
- Complete the online application form.
- Submit your application through the official recruitment portal.
Conclusion
The Contact Centre Agent position at Etihad Airways offers an excellent opportunity for customer service professionals who are passionate about the aviation industry. The role provides valuable experience in airline reservations, passenger support, and contact centre operations while working with one of the UAE’s leading airlines. Candidates with strong communication skills, customer service experience, and an interest in aviation are encouraged to apply through the official Etihad Airways Careers portal.
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