VIP Service Agent

JobsCloseBy Editorial Insights

Etihad Airways is seeking a full-time onsite VIP Service Agent in Abu Dhabi to manage VIP, CIP, Khaas/Exclusive and Residence bookings, plus Etihad Guest redemptions, across the global network. You will coordinate with service delivery teams, take decisive service recovery actions, and maintain travel preferences and confidential data while delivering personalized service that builds confidence and loyalty. The role requires 1 to 3 years of contact center experience, a degree with Sabre reservation and ticketing knowledge (Salesforce is a plus), and fluency in English and Arabic. To apply, tailor your resume to emphasize VIP journey management, cross-functional collaboration, data protection, and measurable service improvements; showcase examples of handling complex itineraries and quick problem solving.

Job Description

Synopsis

Handle and manage all bookings and related travel journeys for Team’s customer circle VIP, CIP, Khaas/Exclusive members and Residence.

Accountabilities

• Handle all VIP, CIP, Khaas/Exclusive and Residence bookings, enquiries, and online booking engine support, through application of technical expertise in reservations, ticket issuance and re-issuance
• Manage all redemption bookings, enquiries and requests related to Etihad Guest for the Team’s customer circle
• Handle all special requests for Team’s customer circle in coordination with other service delivery areas
• Manage the entire travel journey related to Team’s customer circle or Residence bookings across the global Etihad network. This task includes strong relationship building with service delivery areas and influencing skills to ensure first class handling
• Take immediate service recovery decisions and determine quick-fixes to put issues related to guests’ travel experience right, and to resolve major and minor issues.
• Manage guests’ email/queue, produce daily shift reports and ensure proper handover of tasks to the next shift.
• Maintain guests’ travel preferences data base and manage the delivery on all their journeys
• Comply with set standards of inspirational customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for guests, providing exceptional personalised service to ensure customer confidence, satisfaction and loyalty
• Maintain data protection and confidentiality for Team’s customer circle, ensuring attention to detail in all bookings.

Qualifications

Education & Experience

• Minimum Degree, preferably with courses in Sabre reservation and ticketing. “Sales force system is advantage.”
• Candidate must have 1 to 3 years of experience with mandatory contact centre experience and strong customer service skills.
• Fluency in both English and Arabic (speaking and written)

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.