Staff Travel Agent

Location: Abu Dhabi, United Arab Emirates
Organization: Etihad Airways

Synopsis

The Staff Travel Agent is responsible for receiving and processing routine customer requests, handling enquiries, and addressing complaints while delivering excellent customer service. The role focuses on increasing customer satisfaction and identifying potential sales opportunities to support revenue growth.

Key Accountabilities

• Receive, process, and respond to daily enquiries across a wide range of services, ensuring timely and high-quality support for internal and external customers.

• Analyse and resolve complaints effectively to ensure customer satisfaction.

• Provide support on generic services in accordance with established policies and procedures.

• Coordinate and escalate complex or specialized enquiries to the appropriate teams for resolution.

• Collaborate closely with supervisors to improve execution of assigned activities.

• Track major customer complaints and report key issues to supervising colleagues.

• Interact with internal departments to ensure consistent and reliable customer service delivery.

• Provide dedicated customer support while ensuring compliance with regulations and risk mitigation policies.

• Identify potential areas for service and operational improvement.

• Proactively perform assigned and emerging tasks to maintain high service standards and procedural compliance.

Education and Experience

• Minimum Diploma (two years or more).

• Minimum three years of relevant work experience.

• Experience in Reservations and Ticketing within the travel or airline industry is required.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was established in 2003 and has grown into one of the world’s leading airlines. Operating from Abu Dhabi, the airline serves passenger and cargo destinations across the Middle East, Africa, Europe, Asia, Australia, and North America.

Through its codeshare partnerships, Etihad provides access to hundreds of international destinations. The airline has received multiple awards for service excellence, cargo operations, and loyalty programs.

Under its ambitious Journey 2030 strategy, Etihad plans to double its fleet size and triple its customer base over the coming years, positioning itself as a preferred global airline.

Recruitment Fraud Alert

Etihad Airways does not request personal information, bank details, or payments during the recruitment process. Interviews are conducted face-to-face or via video or telephone before any formal offer. Any request for money should be treated as fraudulent.

This opportunity is ideal for experienced travel and airline professionals seeking to advance their career within a leading international airline.