Customer Service Officer (Jordan)

At Etihad, every interaction is an opportunity to inspire our guests and showcase the world-class hospitality that sets us apart. In this role, you will have the opportunity to influence service excellence, develop talent, and contribute to delivering extraordinary experiences for guests across our global network.

As a Customer Service Officer, you will play a key role in delivering the exceptional service that defines the Etihad experience. Acting as a subject matter expert within our Premium Contact Centre, you will support the team in creating seamless and memorable journeys for our most valued guests. Through coaching, operational leadership, and service excellence, you will help uphold Etihad's premium brand promise while driving high performance, customer satisfaction, and continuous improvement.

Accountabilities

• Serve as the primary escalation point for complex, sensitive, or high-value guest interactions, providing effective resolutions while safeguarding the premium guest experience.

• Support and mentor Premium Guest Relations Agents by delivering ongoing coaching, guidance, and feedback to ensure consistently exceptional service quality, communication standards, and brand representation.

• Monitor operational performance and support the management of queues, service levels, productivity, and adherence to ensure a seamless and efficient guest experience.

• Personally manage priority guest requests, VIP interactions, and time-critical situations with professionalism, empathy, and discretion.

• Collaborate closely with internal stakeholders, including Concierge, Chauffeur Services, Airport Operations, and other key business units, to deliver a connected and end-to-end premium travel experience.

• Analyse performance data, customer feedback, and operational trends to identify opportunities for improvement and recommend actions that enhance service delivery and guest satisfaction.

• Support the onboarding and continuous development of team members by sharing expertise, best practices, and updates on products, policies, fares, and service enhancements.

• Ensure data integrity across all systems while maintaining full compliance with company policies, quality standards, security requirements, and data protection regulations.

• Contribute to the evolution of the Premium Contact Centre by supporting process enhancements, service innovations, knowledge management updates, and customer experience initiatives.

• Act as deputy to the Premium Contact Centre Supervisor when required, providing leadership support and ensuring operational continuity in a dynamic environment.

• High School Certificate required; Diploma or Bachelor's degree is an advantage.
• Previous experience in a contact centre, customer service, hospitality, aviation, or travel environment is essential.
• Proven ability to deliver exceptional customer experiences while handling a high volume of enquiries in a fast-paced environment.
• Experience supporting premium, VIP, or high-value customers is highly desirable.
• Strong communication skills and a passion for providing world-class service.

We are looking for individuals who are passionate about creating memorable guest experiences and thrive in a customer-focused environment. You bring a positive attitude, strong problem-solving skills, and a commitment to delivering service excellence in every interaction, while embodying the values and hospitality that define the Etihad brand.

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

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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.