Etihad Airways - Abu Dhabi - Synopsis We are looking for an Online Community Officer to join our lively, bubbly and extremely hard working team. The ideal candidate must be capable of working under minimum supervision, using their own initiative to achieve a ‘win-win’ solution, make prompt decisions and solve guest issues. Accountabilities Ensure that all Etihad social channels and forums are monitored using creative responses and providing best in class customer service with all interactions responded to in a 15minute SLA Develop strong relationships with key Guests in order to develop loyalty to the Etihad brand and retain their business Conduct investigations by e-mail, telephone or personally with departments and stations in respect of Guests feedback and assess the information obtained to generate an appropriate response Analyse first response outcomes and recommend procedures to improve service recovery, investigative methods and prevent future reoccurrence Identify trends and hot topics releva...
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