Guest Relations Officer

Purpose:

To investigate and respond to guest feedback in a timely and appropriate manner. Adhere to SLAs and manage the relationship with guests to help turn a negative experience into a positive one, whilst protecting Etihad’s brand.

Accountabilities:

•   Fully investigate and resolve the issue, speaks persuasively and convincingly and produces clear concise, error free writing, free of punctuation or grammatical errors

•   Manage the expectations of the guest throughout, using the most appropriate channel and avoid conflict escalation

•   Engage with stakeholders and fully investigate the root cause of the complaint

•   Adhere to company regulatory requirements such as data protection, data privacy etc

•   Ensure careful use of allocated budget used for service recovery

•   Use sound judgement when making decisions in complex queries, cases, compensation or conflict resolution

•   Sufficiently understands EY policies and processes to work efficiently and effectively

•   Clearly understands the implications of situations and uses sound judgement when making decisions for complex queries, cases, compensation or conflict resolution

Requirements:

•   Diploma preferred

•   Minimum of 5 years customer service experience, preferably within contact centre in the airline industry

•   Excellent communication skills (oral, written) in English, other European languages is an advantage (Spanish, German, Italian etc)

•   Pro-active, attentive to details and customer-centric.