Customer Service Officer – Premium Contact Centre

About the role

Etihad is seeking a Customer Service Officer to join its Premium Contact Centre in Jordan. The role focuses on delivering exceptional service to high‑value guests, handling complex interactions, and supporting the overall premium brand experience.

Key responsibilities

• Act as the primary escalation point for sensitive or high‑value guest issues, ensuring swift and effective resolutions.
• Coach, mentor and provide feedback to Premium Guest Relations Agents to maintain high service standards.
• Monitor queue performance, service levels, productivity and adherence to operational targets.
• Manage priority guest requests, VIP interactions and time‑critical situations with professionalism and discretion.
• Collaborate with internal teams such as Concierge, Chauffeur Services and Airport Operations to deliver a seamless travel experience.
• Analyse performance data and customer feedback to identify improvement opportunities.
• Support onboarding and continuous development of team members by sharing product, policy and service updates.
• Maintain data integrity and compliance with company policies, quality standards and data protection regulations.
• Assist the Premium Contact Centre Supervisor as deputy when required.

Required profile

• High School Certificate required; Diploma or Bachelor’s degree is an advantage.
• Previous experience in a contact centre, customer service, hospitality, aviation or travel environment.
• Proven ability to handle a high volume of enquiries in a fast‑paced setting.
• Experience supporting premium, VIP or high‑value customers.

Required skills