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Contact Centre Agent (Cantonese/Mandarin Speaker)

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Date: 15-Sep-2017

Location: Abu Dhabi, United Arab Emirates

Company: Etihad Airways


To attend to customer calls and provide first call resolution ensuring compliance with set standards and procedures in order to optimise customer satisfaction and achieve revenue and customer service individual targets. The main language of this contact centre is English, but a second or third language in Cantonese/Mandarin is required. As we also have customers call from these markets who expect to be serviced in their native language.


  • Provide first call resolution for all customer enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance.
  • Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, etc.) to ensure customer confidence, satisfaction and loyalty.
  • Achieve individual revenue and customer service targets to support delivery of team/departmental targets.
  • Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
  • Keep up to date on products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
  • Maintain data protection and confidentiality for both staff and customers, ensuring attention to detail in all bookings.
  • Support other departments as required.
  • Adhere to company regulatory requirements such as data protection, data privacy etc.
  • Perform other lawful tasks delegated by the management

  • Education to at least secondary level is required, preferably with courses in reservation and ticketing.
  • 0 - 2 years customer service and/or contact centre experience.
  • Knowledge of contact centre operations.
  • Sabre and/or any airline reservation system basic knowledge will be an advantage.
  • Excellent verbal communication skills.
  • Fluent in English and second or third languages in one of the following is required: Cantonese/Mandarin.
  • High computer literacy


About Etihad Airways
Etihad Airways began operations in 2003, and in 2015 carried 17.4 million passengers. From its Abu Dhabi base, Etihad Airways flies to or has announced plans to serve 116 passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and the Americas. The airline has a fleet of around 120 Airbus and Boeing aircraft, with approximately 200 aircraft on firm order, including 66 Boeing 787s, 25 Boeing 777Xs, 62 Airbus A350s and five Airbus A380s.

Etihad Airways holds equity investments in airberlin, Air Serbia, Air Seychelles, Alitalia, Jet Airways, Virgin Australia, and Swiss-based Darwin Airline, trading as Etihad Regional. Etihad Airways, along with airberlin, Air Serbia, Air Seychelles, Alitalia, Etihad Regional, Jet Airways and NIKI, also participate in Etihad Airways Partners, a new brand that brings together like-minded airlines to offer customers more choice through improved networks and schedules and enhanced frequent flyer benefits.  For more information, please visit:

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