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Customer Service Officer

Etihad Airways

For international applicants

Visa

In the UAE the employer usually arranges the work visa (country practice; the posting doesn’t say).

Check the posting for nationality or residence rules.

More about this

In these Gulf countries the employer normally applies for the work visa and residence permit. This is how hiring works there, not an offer written in the posting, and it applies only to these locations.

Your work rights

  • Abu Dhabi, UAE
  • Salary not disclosed
  • Employment type: Full-time ·
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About the employer

Etihad AirwaysPosted on the employer’s careers page · jobs.smartrecruiters.com

Working in UAE

Possible country route: Employer-sponsored work residence / Golden Visa. Standard employment residence is applied for by the employer. Golden Visa is a separate long-term route with category-specific eligibility; it is not included in every relocation offer.

Depends on the emirate, entry permit, work permit, medical checks and residence issuance. Confirm a dated plan with the employer and issuing authority.

What to check before applying
  1. Confirm the employment route. Ask which authority handles the work permit and residence.
  2. Verify costs and offer. For standard overseas hiring, official guidance assigns recruitment and residence processing costs to the employer.
  3. Complete arrival formalities. Follow the medical and Emirates ID instructions for your route.
Official immigration guidance ↗

Reviewed 2026-10-14. Country routes are context, not a confirmation that this vacancy or your passport qualifies.

Description (EN)

Be the Voice Behind Etihad's Premium Experience

At Etihad, exceptional service is at the heart of everything we do. As a Customer Service Officer within our Premium Contact Centre, you will play a key role in delivering seamless, personalized support to some of our most valued guests.

This role is ideal for professionals with previous contact centre experience who are passionate about customer service, thrive in a fast-paced environment, and enjoy coaching others while delivering outstanding guest experiences.

What You Will Do

As part of our Premium Contact Centre team, you will:

Lead and Support Premium Service Excellence

  • Act as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions.
  • Handle priority calls, VIP guests, and urgent situations with professionalism and discretion.
  • Stand in for the Supervisor when required to maintain operational continuity.

Coach and Develop Team Performance

  • Support and coach Premium Guest Relations Agents on call quality, tone, and service consistency aligned with Etihad’s premium standards.
  • Support onboarding and ongoing training, sharing best practices and updates on policies, fares, and premium products.

Drive Operational Performance

  • Oversee queue performance and assist in managing service levels, call handling times, and adherence.
  • Monitor and analyse daily performance reports, highlight trends, and recommend corrective actions.

Deliver a Seamless Premium Guest Journey

  • Coordinate with key internal stakeholders such as Concierge, Chauffeur, and Airport Services teams to ensure end-to-end premium service continuity.
  • Maintain data accuracy in all systems and ensure compliance with security, data protection, and quality standards.

Contribute to Continuous Improvement

  • Contribute to process improvements, scripting updates, and new initiatives that enhance the Premium Contact Centre experience.

Why You'll Enjoy This Role

This position offers the opportunity to:

  • Work with Etihad's premium products and services.
  • Handle high-profile and VIP guest interactions.
  • Develop leadership and coaching experience.
  • Contribute directly to service excellence and customer satisfaction.
  • Be part of a team that shapes the premium travel experience for guests around the world.

If you have contact centre experience, a passion for customer service, and the confidence to support complex guest interactions, we'd love to hear from you. Please read the requirements below to proceed.

Education & Experience

  • Minimum High School certification or anything above
  • Previous contact centre work experience required.

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.

Abu Dhabi, UAEOpen in maps ↗

Never pay a recruiter for a job offer or a visa promise. Check the original posting and employer identity before sharing documents. Pay any legitimate government visa fees only through official channels. Never pay for a job: the law in the UAE

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