Etihad Careers Portal Vacancy for Global Contact Centre Agent - Omani Nationals

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Global Contact Centre Agent - Omani Nationals

Country
UAE

City
Abu Dhabi

Department
Direct Sales

Closing date
19 August 2011

Job Description
You will be responsible to attend guest calls and provide first call resolution ensuring compliance with set standards and procedures in order to optimise guest satisfaction and achieve revenue and customer service individual targets.

Requirements
You should have at least completed secondary level of education.You must have at least 1-2 years customer service and/or contact centre experience, ideally at least 1 year of which in airline reservations.


Knowledge of contact centre operations is an advantage.
You should have excellent verbal and written communication skills in English
You must have a high computer literacy and training courses in reservation and ticketing (Amadeus).
Responsibilities
You will be responsible to comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty.
Keep up to date on Etihad products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
Maintain data protection and confidentiality for both staff and customers.
Support other departmental functions as required (e.g. ticketing & E-Services desk, preflight checks, service desk, etc.)
Operational Environment
You will be operating within a fast moving environment in shifting work pattern; You may be required to work extra hours after completion of scheduled shift and on rostered day off to support business needs.

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