Etihad Airways Jobs 2022 | Customer Service Officer

Etihad Airways Jobs 2022 | Customer Service Officer

Hiring 2022 | Apply for Customer Service Officer Job in Abu Dhabi

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Location: Abu Dhabi, AE


  • To support and troubleshoot customer problems through Help Desk functions. To deliver, evaluate and review training programmes for customers across the Amadeus network.
  • Accountabilities
  • Provide quality customer support by answering customer calls, Emails, gathering and analyzing information, resolving customer problems or escalating issues to 2nd level support departments.
  • Conduct classroom and on-site training on all Amadeus related products
  • Prepare and update documentation to enable and ensure agents fully use the Amadeus functionalities
  • Carry out field support visits to key customers to increase their product knowledge and customer satisfaction
  • Ensure to be constantly updated and informed on products, functionalities and internal procedures
  • Assist other departments for testing products, functionalities or any customer support activity such as on-site training, migrations, product roll outs etc.
  • Execute daily tasks assigned such as internal projects on content development, monitor activity on the agents online portal, Amadeus loyalty program, requests from customers or providers, open case monitoring etc. Log all cases in the internal customer relationship management system (CRM).

Education & Experience

  • Diploma/Degree holder OR minimum 3 years, ideally 5 years relevant GDS experience.
  • Professional certification on any GDS or Airline Reservations & Ticketing Systems OR IATA certifications – an asset
  • Train-the-Trainer certification an asset


At least 3 year’s experience in a customer service role, ideally in the aviation industry is required, and 1 year in training/coaching experience is preferred.

Training & Knowledge:

  • Strong command of spoken & written English
  • Arabic language is an advantage for those covering Arab regions/countries
  • Strong Amadeus system functional related knowledge
  • Well-developed stand up presentation skills
  • Customer Service oriented soft skills such as patience, positive and friendly attitude Knowledge of MS Office suite
  • Strong customer focus


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