Guest Relations Officer (Spanish Speaker) at Etihad Airways will 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. This is an Intermediate level full time job. And salary can range between 4000-7000 AED/month.

Responsibilities of Guest Relations Officer

• 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 for Role of Guest Relations Officer

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

Skills And Knowledge Desired

• 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.

Ancillary Revenue Analyst Etihad Airways Abu Dhabi