Customer Service Agent

Job Description

Synopsis

To represent and deliver high quality service to members of the Etihad Guest programme by efficiently processing all member cards fulfilment/enrollments in a timely and professional, member-focused manner.

Accountabilities

• Manage all incoming customer communications through shared mailboxes, phone calls, and systems related to cargo bookings, shipment status, documentation, etc.
• Coordinate daily cargo operations, including Sales, Accountants, Operations, Ground Handling Agents, Freight Forwarders to ensure agreed service levels and operational KPIs are achieved.
• Monitor cargo bookings and daily loading plan, provide proactive shipment updates, and resolve service issues, delays, discrepancies, and customer complaints in a professional and timely manner.
• Process customer requests related to cargo reservations, shipment amendments, air waybill inquiries, tracking requests, claims, and special handling requirements while ensuring compliance with company policies and regulatory requirements.
• Maintain accurate shipment records and customer’s performance to support business decisions.
• Coordinate with Finance and relevant departments regarding invoice queries, billing discrepancies and payment-related matters.
• Support sales and commercial activities by identifying customer requirements and contributing to revenue growth opportunities.
• Ensure all activities are conducted in accordance with safety, security, customs, and regulatory requirements governing air cargo operations.

Qualifications

• Minimum of Diploma on Business Administration, Logistics, Supply Chain Management or relevant field
• Minimum 2 years of experience in Customer Service, Cargo Operations, Logistics, Freight Forwarding, or Airline Cargo Services.
• Intermediate in MS Office especially Excel 

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.