Customer Service Officer (Premium Contact Centre)

Etihad Airways is hiring a Customer Service Officer for its Premium Contact Centre in Abu Dhabi, United Arab Emirates, and this is an excellent opening for experienced contact centre professionals searching for customer service jobs in Abu Dhabi. This full-time role, within the Operations and Guest Experience division, supports some of the airline’s most valued guests, and you can apply online through the official Etihad careers link at the end of this post. Among airline Gulf jobs, premium guest service roles like this one combine front-line service with coaching and quality responsibilities.

About the Role

As a Customer Service Officer within the Premium Contact Centre, you will deliver seamless, personalised support to Etihad’s most valued guests. Premium travellers expect their calls to be handled by people who know the products, can solve problems on the spot and treat every interaction as part of a luxury experience, and this role exists to make sure that standard is met on every call.

The position carries real responsibility beyond handling calls personally. You will provide leadership and subject matter expertise within the Premium Contact Centre, support daily operations, monitor quality, and train Premium Guest Relations Agents so that the whole team upholds Etihad’s premium brand promise and customer satisfaction goals. In practice, you are both a senior service professional and a coach the rest of the team relies on.

You will also act as the first escalation point for complex or high-value customer cases that need special handling or policy exceptions, coordinating with teams such as Concierge, Chauffeur and Airport Services to keep the guest’s journey joined up from booking to arrival. Priority calls, VIP guests and urgent situations will come to you precisely because they need judgement and discretion.

This is a role for someone who enjoys the pace of a busy contact centre and takes pride in other people’s success as well as their own. If you have solid contact centre experience and the confidence to support complex guest interactions, the official listing invites you to read the requirements and apply.

Key Responsibilities

– Act as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions
– Support and coach Premium Guest Relations Agents on call quality, tone and service consistency, in line with Etihad’s premium standards
– Oversee queue performance and help manage service levels, call handling times and schedule adherence
– Handle priority calls, VIP guests and urgent situations with professionalism and discretion
– Coordinate with internal stakeholders such as Concierge, Chauffeur and Airport Services teams to ensure end-to-end premium service continuity
– Monitor and analyse daily performance reports, highlight trends and recommend corrective actions
– Support onboarding and ongoing training, sharing best practices and updates on policies, fares and premium products
– Maintain data accuracy across systems and ensure compliance with security, data protection and quality standards
– Contribute to process improvements, scripting updates and new initiatives that enhance the Premium Contact Centre experience, and stand in for the Supervisor when required

Requirements and Qualifications

– A minimum High School certification, or anything above
– Previous contact centre work experience is required for this role
– A genuine passion for customer service and for delivering outstanding guest experiences
– Confidence in supporting complex, high-value guest interactions, including escalations and urgent situations
– The ability to coach and develop colleagues while maintaining your own service standards
– Strong communication skills and comfort working in a fast-paced, multicultural team environment
– Accuracy and professionalism in handling guest data, in line with security and data protection standards

This role suits experienced contact centre agents and senior customer service professionals who are ready to take on escalation, coaching and quality duties. It will fit candidates from airline, travel, hospitality or other premium service contact centres who can demonstrate leadership potential alongside excellent guest handling. Etihad notes in its official posting that it never asks for payment, bank details or personal financial information during recruitment, and that interviews take place face to face or by video or telephone before any formal offer — a useful authenticity check for applicants.

About the Company

Etihad Airways is the national airline of the United Arab Emirates, based in Abu Dhabi. Since its formation in 2003 it has grown into one of the world’s leading airlines, and it describes its current ambition, Journey 2030, as doubling its fleet, expanding its network and growing its people for a new era of excellence. Its Premium Contact Centre supports the airline’s most valued guests, reflecting the importance Etihad places on service quality at every touchpoint of the journey.

Working in Abu Dhabi

Abu Dhabi, the capital of the United Arab Emirates, is home to Etihad’s global hub and a growing aviation and services sector. Customer service jobs in Abu Dhabi attract professionals from many countries, and the city’s contact centres are highly international, with English as the everyday working language. Salaries in the UAE are generally paid free of income tax, and Abu Dhabi offers a calm, family-friendly lifestyle with modern infrastructure, corniche beaches, parks and a large established expatriate community. For guest-experience professionals, working at the home base of a flag carrier offers career depth that smaller operations cannot match.

Abu Dhabi is also investing heavily in tourism, culture and aviation, which keeps service roles in demand. Experience in a premium airline contact centre — handling VIP guests, escalations and complex itineraries — is valued by airlines, hotels and travel companies across the Gulf jobs market, so the skills built here travel well.

Salary and Benefits

Etihad Airways has not published a salary figure for this Customer Service Officer position on its official listing. The exact pay and benefits package for the successful candidate will be confirmed by the airline during the hiring process, and applicants should discuss the full details directly with the employer’s recruitment team when they are contacted.

How to Apply

To apply for this Customer Service Officer vacancy, use the official Etihad Airways careers link below, which opens the employer’s application page for this role (Full-time, Operations and Guest Experience division). Submit your application directly to Etihad through that page; the airline reviews applications and contacts shortlisted candidates.

Apply here (official employer page): https://jobs.smartrecruiters.com/EtihadAirways5/744000158666724-customer-service-officer

GulfCareers.ae is not the employer and never charges applicants a fee. Apply only through the official employer link in this post.