Etihad Airways
Airlines/Aviation
GuestRecoveryController(UAENational)
“Guest Recovery Controller ( UAE National ) at Etihad Airways. Manage all Guest Response activities on a shift basis. Provide 24/7 oversight and control to analyse and resolve live, service delivery failures”
What You'll Achieve.
ensuring excellent guest experience; increase satisfaction; increase revenues regarding welfare during disruption; ensure compliance with Etihad’s policies and procedures; ensure accurate data is captured; cases are resolved
Industry & Context.
analyse and resolve live, service delivery failures; resolve issues in the shortest time possible
UAE National, shift-working patterns
What They're Looking For.
Must Have
Minimum High School Certification, Minimum of 5 years of work experience within an Operations environment, minimum 3 years in a Customer Service Reservations settings
Nice to Have
preferably a degree, Previous exposure to highly pressured and multicultural environment with shift-working patterns would be advantageous
What You'll Do.
Manage all Guest Response activities on a shift basis
Provide 24/7 oversight and control to analyse and resolve live
service delivery failures
Contribute to the creation of communication plans
Ensure customer service agreements are adhered to
Escalate non-conformance of service level agreements
Create and communicate narratives and messages to disrupted guests
Manage communication plans in advance to larger groups
Assess and manage in-flight medical and death on-board cases
Register all incidents in the tracking system
Liaise with aircraft in-flight and all stations
How You'll Work.
Team & Collaboration
cross-functional coordination; Contribute to the creation of communication plans with other stakeholders; monitoring compliance of our stakeholders i. e maintenance control, medical teams, crew operations; directing and supporting internal and external parties; Liaise with aircraft in-flight and all stations around the network
Communication Scope
Contribute to the creation of communication plans; Create and communicate narratives and messages to disrupted guests; Manage communication plans in advance to larger groups of Guests
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