Accountabilities

• Create innovative options to help C-Level and ST Ops control travel costs using Etihad’s network and global travel agreements.
• 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 requirements
• 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

• Educated to university degree level in an Economics, Business, Statistics or other numerate discipline or an equivalent experience in Reservations, Call Center, Service Hospitality or Revenue Management.
• A minimum of 4 years’ experience in the travel industry which should have been in a Reservations, CallCenter or Revenue Management environment.