Synopsis

Receive and process customer requests, and enquiries and address complaints by providing excellent customer service, to increase customer satisfaction and ensure smooth running of operations at the airport.

Accountabilities

• Perform a wide range of airport services (e.g. guest/baggage handling, check-in and boarding operations, tickets and boarding passes screening) to ensure high-quality services are delivered to all guests in compliance with safety, quality and operational objectives
• Collaborate with handling agents by supporting in executing handling operations to ensure timely and high-quality delivery of services to guests
• Support customers with connecting flights to ensure complete and timely information are provided
• Liaise with Cabin crew to ensure boarding operations are executed on time and according to safety procedures
• Execute initial security screens to ensure access to airport is properly monitored
• Receive, process, and respond to daily enquiries on a wide range of services by providing timely and high-quality support to internal/external customers to meet their requirement
• Receive and analyse complaints to ensure they are solved or addressed in the most effective manner
• Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner
• Coordinate and escalate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided
• Work closely with supervisors to improve the execution of assigned activities
• Track major customer complaints and report key issues to supervising colleagues
• Interact with internal teams to ensure consistent and reliable customer service
• Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation
• Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
• Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service

Education & Experience

• Minimum Diploma/ Bachelors level education
• 2 years of experience in a similar role is required.

About Etihad Airport Services - Ground

Etihad Airport Services Ground is the sole ground operations handler at Abu Dhabi International Airport. EASG handles a wide variety of ground functions at the capital’s international airport, from passenger check-in and boarding to baggage handling and aircraft services. All operations are centred around its three main prerogatives: safety and security in all its functions, world-class operations for all customer airlines through maximum efficiency and a world-class customer experience for all visiting and transiting guests

To learn more, visit etihad.com