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Online Community Specialist

Online Community Specialist

Location: 

Abu Dhabi, AE


 

 

 

Synopsis

We are looking for an Online Community Officer to join our lively, bubbly and extremely hard working team. The ideal candidate must be capable of working under minimum supervision, using their own initiative to achieve a ‘win-win’ solution, make prompt decisions and solve guest issues.

Accountabilities

  • Ensure that all Etihad social channels and forums are monitored using creative responses and providing best in class customer service with all interactions responded to in a 15minute SLA
  • Develop strong relationships with key Guests in order to develop loyalty to the Etihad brand and retain their business
  • Conduct investigations by e-mail, telephone or personally with departments and stations in respect of Guests feedback and assess the information obtained to generate an appropriate response
  • Analyse first response outcomes and recommend procedures to improve service recovery, investigative methods and prevent future reoccurrence
  •  Identify trends and hot topics relevant to the opportunities within the Online Social Media community to optimize and raise the reputation of Etihad, as well as drive sales leads, awareness and engagement
  •  Share Guest feedback in a positive way with key stakeholder to identify and inform opportunities to improve standards and procedures, to promote Etihad as a caring airline

Education & Experience

  • Minimum Diploma (2 years or more)
  • Minimum of 3 years of work experience In Customer Experience/ Community Management role
  • Excellent Communication Skills
  • Strong sense of social media trends and community building

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 to bring “Abu Dhabi to the World”. Over the years, we have grown into Etihad Aviation Group, a diversified global aviation and travel company, which is one of the world’s most acclaimed industry brands.

Our airline flies to over 84 destinations with a fleet of over 100 Airbus and Boeing aircraft, serving 18.6 million passengers a year and carrying 682,000 tonnes of cargo in 2018.

COVID-19 UPDATE: The health and safety of our communities—including our employees and our candidates remains our top priority. From a recruiting perspective we are continuing to identify people for roles with Etihad in anticipation we will be able to hire, however the process may take longer because we are using more virtual recruiting techniques, and start dates may be delayed because of guidance from the governments in the countries we operate in. We appreciate your understanding and flexibility, Stay safe and healthy.