Customer Service Officer (Premium Contact Centre)
AI job insight
Etihad Airways is hiring a Customer Service Officer for its Premium Contact Centre in Abu Dhabi. The officer handles escalated premium-cabin and VIP cases, covers for the supervisor, coaches agents and monitors queue performance. Contact centre experience is required; relocation and visa support are not mentioned.
- First point of escalation for complex and high-value cases
- Handles priority, urgent and VIP guest calls
- Covers supervisor duties when the supervisor is away
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Etihad Airways is hiring a Customer Service Officer for its Premium Contact Centre in Abu Dhabi. The officer handles escalated premium-cabin and VIP cases, covers for the supervisor, coaches agents and monitors queue performance. Contact centre experience is required; relocation and visa support are not mentioned.
- First point of escalation for complex and high-value cases
- Handles priority, urgent and VIP guest calls
- Covers supervisor duties when the supervisor is away
- Coaches agents and supports onboarding and refresher training
- Monitors queue performance, service levels and handling times
- Previous contact centre work experience is required
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists GHS 3,250 - 4,000 (estimated range, no salary published). Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in security, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in InternationalThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Service Officer (Premium Contact Centre) evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Etihad Airways and the role in International.
- Add concrete examples related to security, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from JobHub Ghana; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
Source and safety check
- JobHub Ghana
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Service Officer (Premium Contact Centre) role in security, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in International under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Etihad Airways before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Etihad Airways, the national airline of the United Arab Emirates, is hiring Customer Service Officers for its Premium Contact Centre in Abu Dhabi. The centre looks after the airline's most valued travellers, including premium-cabin and VIP guests, by phone and other channels.
Despite the title, this is a step up from a standard agent seat. Officers take the cases other agents cannot close, coach the Premium Guest Relations Agents around them and keep an eye on how the queues are performing. When the supervisor is away, the officer covers. It suits someone who already has contact centre experience and wants to grow into team leadership.
What the job involves
Acting as the first point of escalation for complicated or high-value cases, including those that need special handling or an exception to policy.
Taking priority calls, urgent situations and calls from VIP guests with tact and discretion.
Covering for the supervisor when needed so the floor keeps running.
Coaching agents on call quality, tone and consistency, and helping with onboarding and refresher training on policies, fares and premium products.
Watching queue performance, service levels, handling times and adherence, reading the daily reports and suggesting fixes when trends slip.
Working with the concierge, chauffeur and airport services teams so a premium guest's journey runs smoothly from start to finish.
Keeping system records accurate and following security, data protection and quality rules.
Putting forward ideas for better processes and scripts and helping with new initiatives in the centre.
What you need
A high school certificate at minimum; higher qualifications are welcome.
Previous work experience in a contact centre, which is required.
The confidence to handle demanding guests and complex cases calmly.
Interest in coaching colleagues and supporting a team's performance.
Why it could appeal
The role gives regular contact with Etihad's premium products and high-profile guests, plus early leadership and coaching experience inside a large international airline. Etihad is based in Abu Dhabi and is growing its fleet, network and workforce under its Journey 2030 plan. The posting does not say whether relocation or visa support is offered.
How to apply
Click the Apply button on this page to apply. No closing date has been published.
Knowledge and Skills
- Customer Relationship Management
- Coaching
- Customer Service
- Complaint Resolution
- For Ghanaian Applicants
- This is an international opportunity in Abu Dhabi, United Arab Emirates. Review the role details carefully before preparing your application.
- Use the application link on this page. The employer or application platform will handle the next step, so review the destination page before submitting your information.
- Compare the responsibilities and qualifications for Customer Service Officer (Premium Contact Centre) with your own CV before applying.
- Prepare your CV around the experience, tools, languages, and service standards Etihad Airways mentions in the advert.
- Keep a copy of your application details and employer correspondence for your records.
- Application deadline
- Open