VIP Service Agent Full Time

Synopsis

Handle and manage all bookings and related travel journeys for Team’s customer circle VIP, CIP, Khaas/Exclusivemembers and Residence.

Accountabilities

• Handle all VIP, CIP, Khaas/Exclusive and Residence bookings, enquiries, and online booking engine support, through application of technical expertise in reservations, ticket issuance and re-issuance
• Manage all redemption bookings, enquiries and requests related to Etihad Guest for the Team’s customer circle
• Handle all special requests for Team’s customer circle in coordination with other service delivery areas
• Manage the entire travel journey related to Team’s customer circle or Residence bookings across the global Etihad network. This task includes strong relationship building with service delivery areas and influencing skills to ensure first class handling
• Take immediate service recovery decisions and determine quick-fixes to put issues related to guests’ travel experience right, and to resolve major and minor issues.
• Manage guests’ email/queue, produce daily shift reports and ensure proper handover of tasks to the next shift.
• Maintain guests’ travel preferences data base and manage the delivery on all their journeys
• Comply with set standards of inspirational customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for guests, providing exceptional personalised service to ensure customer confidence, satisfaction and loyalty
• Maintain data protection and confidentiality for Team’s customer circle, ensuring attention to detail in all bookings. 

Education & Experience

• Education to at least secondary level/ high school graduation is required, preferably with courses in Amadeus reservation and ticketing. 
• Salesforce experience will be an advatnage
• Post holder must have 3-year Ticketing & Reservation experience with strong customer service skills. 
• Experience in Amadeus is a must 
• Arabic speaker is preferred
• Open to working in a 24×7 shifting pattern