Guest Recovery Controller ( UAE National )

Synopsis

Manage all Guest Response activities on a shift basis, ensuring excellent guest experience in the most effective and timely manner to increase satisfaction and, where possible, revenues regarding welfare during disruption, while ensuring compliance with Etihad’s policies and procedures.

Accountabilities

• Provide 24/7 oversight and control to analyse and resolve live, service delivery failures and mass flight disruption solutions for Premium Guests.
• Contribute to the creation of communication plans with other stakeholders to support passenger updates due to unplanned disruption.
• Ensure customer service agreements –‘facility arrangements’ are adhered to for high value passengers, monitoring compliance of our stakeholders i.e maintenance control, medical teams, crew operations.
• Escalate non-conformance of service level agreements and determine severity levels to senior management teams.
• Create and communicate narratives and messages to disrupted guests, providing details on revised itinerary or flight status.
• Manage communication plans in advance to larger groups of Guests on matters such as Terminal changes, Peak departure periods or anticipated flight disruptions, critical to the business.
• Assess and manage in-flight medical and death on-board cases, directing and supporting internal and external parties and apply case management processes to follow up on actions plans post-event.

Education & Experience

• Minimum High School Certification and preferably a degree
• Minimum of 5 years of work experience within an Operations environment, with minimum 3 years in a Customer Service Reservations settings. 
• Previous exposure to highly pressured and multicultural environment with shift-working patterns would be advantageous.
• Accountabilities:
• Register all incidents in the tracking system, to ensure accurate data is captured and cases are resolved and provide recommendations for improvement.
• Liaise with aircraft in-flight and all stations around the network to communicate service recovery plans and resolve issues in the shortest time possible. This can include management of on-board service failures including IFE/WiFi inoperative or other seat defects.

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

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