Etihad Airways - Abu Dhabi - To attend to customer calls and provide first call resolution ensuring compliance with set standards and procedures in order to optimise customer satisfaction and achieve revenue and customer service individual targets. The main language of this contact centre is English, but a second or third language in Cantonese/Mandarin is required. As we also have customers call from these markets who expect to be serviced in their native language. JOB RESPONSIBILITIES Provide first call resolution for all customer enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance. Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, etc.) to ensure customer confidence, satisfaction and loyalty. Achieve individual revenue and customer service targets to support delivery of team/departmental targets. Support implementation of new technology and work methods to...
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