Wednesday, 14 May 2014

Help Desk Agent Urgently Needed at Etihad Airways

Job Title:    Help Desk Agent
Job Location:     Al Ain
Department     Commercial Strategy and Planning
Employer:    Etihad Airways

About Us
Etihad Airways, the national airline of the United Arab Emirates, was set up by Royal (Amiri) Decree in July 2003. Etihad Airways commenced operations in November 2003, and in 10 years has become one of the fastest growing airlines in the history of commercial aviation. The airline has received a range of awards that reflect its position as one of the world’s leading premium airline brands, including ‘World’s Leading Airline’ at the World Travel Awards for five consecutive years in 2009, 2010, 2011, 2012 and 2013.

Abu Dhabi, the capital of the United Arab Emirates, is the airline’s hub. Etihad’s fleet of 88 aircraft operates more than 1400 flights per week, serving an international network of 84 passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Etihad Airways also owns nearly 30 percent of airberlin, Europe’s sixth largest carrier and 40 percent of Air Seychelles.

Job Overview
To act as experts in the Contact Centre for all ticketing and fares queries and handle escalated guest calls. Provide first call resolution for all referred enquiries through application of technical expertise in reservations, ticket issuance and re-issuance.

Job Duties:

  • Act as an expert point of contact for the agents for all fares and ticketing, and process and procedural queries.
  • Keep up to date of Etihad products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
  • Support other departmental functions as required (e.g. ticketing, flight delay and disruption notification fault reporting, emails etc).
  • To maintain the highest standards of customer service to ensure confidence, satisfaction and loyalty of our guests and act as a role model to champion the needs of the guest within the call centre team
  • Coach new Contact Centre Agents during on the job training.

Job Requirements:
  •     Post holder must have at least 1-2 years customer service and/or contact centre experience, ideally at least 1 year of which in airline reservations.
  •     Secondary level / high school education
  •     Reservation and Ticketing experience
  •     Willing to work shift including night shift and evening shift
  •     Knowledge of contact centre operations
  •     Training in Amadeus reservation and ticketing desirable
  •     Excellent verbal communication skills

Deadline Date: 16/05/2014

Apply Now