ETIHAD AIRWAYS - New Job

Guest Services Agent

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

JOB RESPONSIBILITIES

• Policies and procedures
  Follow all relevant policies, processes and procedures so that work is carried out in a controlled and consistent manner
• Day-to-Day Operations
  Follow the day-to-day operations related to own jobs to ensure continuity of work. Work is reviewed at several steps along the way for accuracy.
• Safety, Quality & Environment
  Comply with all relevant safety, security, quality, health and environmental procedures to ensure a healthy and safe work environment
  

• SPECIFIC RESPONSIBILITIES 

• Perform a wide range of airport services (e.g. guest / baggage handling, check in and boarding operations
• Collaborate with handling agents by supporting in executing handling operations to ensure timely 
• 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
• 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 
• 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 
• 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 

• EDUCATION & EXPERIENCE 

• Minimum high school certification and 1 years experience in a similar rol
  
  SKILLS
• Communication skills - Excellent
   
• Complaints Handling skills - Advanced
   
• Computer skills - Proficient
   
• Frontline Customer Service skills - Advanced
   
• English Language skills - Excellent
   
• Time & Stress Management skills - Advanced
   

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