Member Services Officer

Ensure knowledge level of the programme within service support teams, and quality of service offered to programme members through regular internal validation and training Handle escalated cases from Executive Leadership, Guest Affairs, Call Centers and EY network (Airports and sales offices) and ensuring they are closed within the agreed SLAs (may require work outside office hours) Implementation, communication, and continuous improvement of processes and procedures to effectively manage all customer-centric issues related to the Etihad Guest programme Ensure weekly and monthly reports on volumes, SLAs and quality are prepared and presented to concerned teams and management Bachelor's degree, with a minimum 4 years of experience, including 3 years' experience managing a team in call centre, preferrable within the airline industry. The holder must also have a proven track record of success in implementing and executing CRM-centric programmes in the service industry with international brands - again preferably in the airline Industry.