Etihad Airways is an award winning, global aviation group and the national carrier of the United Arab Emirates.  Our goal is to be a truly 21st century global airline, challenging and changing the established conventions of airline hospitality.  The succesful candidate will oversee and monitor the daily activities and provide guidance to other resources within the customer service and operational area, they will also provide excellent customer service in the most effective and timely manner to increase satisfaction and, where possible, revenues.  #LI-DP # LI-DP

JOB RESPONSIBILITIES

• Policies and procedures
  Follow all relevant policies, processes and procedures so that work is carried out in a controlled and consistent manner
• Day-to-Day Operations
  Implement the day-to-day standard operations assigned to ensure compliance with the established standards and procedures. Refer to supervisor for complex tasks which may require exceptions to procedures
• Safety, Quality & Environment
  Comply with all relevant safety, security, quality, health and environmental procedures to ensure a healthy and safe work environmentSPECIFIC RESPONSIBILITIES

• Plan, update and supervise daily assignment of activities to ensure the smooth execution of all operations in line with SLAs and quality standards
• Coordinate execution of daily activities to ensure they are compliant with internal procedures and best practices to meet company standards
• Liaise with internal / external teams to ensure enquiries are managed on time and in a complete manner
• Monitor and coordinate customer service activities for Premium guests to ensure high value customers enjoy continuous best in class service
• Plan, coordinate and supervise the execution of special services and/or the resolution of critical enquiries / complaints to ensure customers? needs are met
• Develop and update time schedules and shifts to ensure smooth execution of operations and compliance with internal procedures
• Manage performance of team and 3rd party providers, if relevant, to ensure achievement of operational KPIs according to SLAs
• Collect, review and consolidate indicators on daily operations to timely identify and suggest areas of improvements
• Implement and monitor best practices over a wide range of assigned and emerging operations to ensure daily operations are executed effectively and eventual sales targets are reached
• Suggest improvements to procedures to increase efficiency and customer satisfaction
• Monitor and report on team performance to ensure proper tracking of results? achievements
• Complete and document coaching and development sessions to ensure team is constantly developed
• Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service
• Coordinate Ground Handling and Guest Services Agents to ensure operations are executed in compliance with operational procedures
• Monitor a wide range of airport services standards to ensure high quality and compliance of services with internal regulations
• Collaborate with Operations Control in case of flight delays / cancellation to support in efficiently managing issues while providing a high quality customer service to passengers
• Collaborate with Equity partners, alliances and different airlines at the airport and relevant stakeholders to ensure high quality service is provided to all guestsEDUCATION & EXPERIENCE

• Minimum Diploma (2 years or more).

• Minimum of 3 years of work experience within relevant field.SKILLS

• Communication skills – Excellent

• Customer Service skills – Advanced

• Complaints Handling skills – Advanced

• English Language skills – Advanced

• Performance Management skills – Basic

• Planning&Organizing skills – Advanced

• Roster Management skills – Proficient

• Time & Stress Management skills – Advanced