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Purpose:
To investigate and respond to guest feedback in a timely and appropriate manner. Adhere to SLAs and manage the relationship with guests to help turn a negative experience into a positive one, whilst protecting Etihad’s brand.
Accountabilities:
• Fully investigate and resolve the issue, speaks persuasively and convincingly and produces clear concise, error free writing, free of punctuation or grammatical errors
• Manage the expectations of the guest throughout, using the most appropriate channel and avoid conflict escalation
• Engage with stakeholders and fully investigate the root cause of the complaint
• Adhere to company regulatory requirements such as data protection, data privacy etc
• Ensure careful use of allocated budget used for service recovery
• Use sound judgement when making decisions in complex queries, cases, compensation or conflict resolution
• Sufficiently understands EY policies and processes to work efficiently and effectively
• Clearly understands the implications of situations and uses sound judgement when making decisions for complex queries, cases, compensation or conflict resolution
Requirements:
• Diploma preferred
• Minimum of 5 years customer service experience, preferably within contact centre in the airline industry
• Excellent communication skills (oral, written) in English, other European languages is an advantage (Spanish, German, Italian etc)
• Pro-active, attentive to details and customer-centric
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
To learn more, visit etihad.com
