Lead and Support Premium Service Excellence

• Act as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions.
• Handle priority calls, VIP guests, and urgent situations with professionalism and discretion.
• Stand in for the Supervisor when required to maintain operational continuity.

Coach and Develop Team Performance

• Support and coach Premium Guest Relations Agents on call quality, tone, and service consistency aligned with Etihad’s premium standards.
• Support onboarding and ongoing training, sharing best practices and updates on policies, fares, and premium products.

Drive Operational Performance

• Oversee queue performance and assist in managing service levels, call handling times, and adherence.
• Monitor and analyse daily performance reports, highlight trends, and recommend corrective actions.

Deliver a Seamless Premium Guest Journey

• Coordinate with key internal stakeholders such as Concierge, Chauffeur, and Airport Services teams to ensure end-to-end premium service continuity.
• Maintain data accuracy in all systems and ensure compliance with security, data protection, and quality standards.

Contribute to Continuous Improvement

• Contribute to process improvements, scripting updates, and new initiatives that enhance the Premium Contact Centre experience.

Why You'll Enjoy This Role

This position offers the opportunity to:

• Work with Etihad's premium products and services.
•