Etihad Airways: Senior Manager Customer Service   

• Lead and manage the worldwide contact centre function for Etihad Cargo. Responsible for all activity for customer service through Etihad staff and third party organisations, including GKAM, & Sales support.

Responsibilities

• Strategy. Develop the contact centre strategy to support with the 5 year growth plan for Etihad Cargo
• Customer Service. Establish an industry leading contact centre to support the Cargo function with its Customer Service – ultimately being responsible for the Brand touch points
• Cargo best in class. Understand what competitors are doing in the market ensuring that Etihad Cargo is leading the way and providing innovative ways of being able to support the customer
• Service Excellence.Manage the contact centres to provide standards that are recognized by customers as best in class using an innovative training and development Programme to support staff awareness
• Team Management. Provide strong leadership, securing a successor and a natural pipeline of UAE National Talent to the wider Cargo business
• Scheduling. Manage customer service team in Abu Dhabi in day to day activities to deliver outstanding customer service, providing 24/7, 365 days coverage
• Commercial Planning. Provide support as part of the senior management commercial planning teamworking with multiple stakeholders within the business to provide impartial feedback and support and guidance
• Handling Function. Support and work with the operations handling function to improve customer feedback and provide opportunities to improve service level
• Sales function. Provide a strong sales support function to support the revenue creation working with the Cargo commercial function whilst keep impartiality
• Alliance/Partner management. Take advantage of Alliance partners and special relationships within the Cargo work to ensures Etihad organic growth
• Critical Stakeholders. Manage key stakeholders in business to meet customer expectations, providing at times, personal service. Including CEO, Shareholder etc
• Technology. Integrate new technologies into the customer service organization identifying service level improvement and cost efficiencies
• KPI. Create the KPI dashboard and contact centre reporting functions to provide the business with BI and recommendationsfor future developments

Requirements
Qualification & Education:

• Bachelor’s degree in Business/Project Management/Customer Service/Aviation/ or other similar discipline

Experience:

• 5 years working experience in a contact centre environment
• 2-3 years contact centre set up/establishment experience
• Experience in a renowned service industry
• Significant Change Management experience

Training & Knowledge:

• Contact centre database systems
• Experience of sourcing and implementing technology & innovative ideas
• Recognised IATA and/or Cargo experience would be a benefit
• Excellent numeracy skills
• Excellent communication skills, multi-lingual (including Arabic would be an advantage)
• Excellent Project Management skills
• Must be computer literate in Word, Excel, Power Point, etc/ Knowledge of MS Office applications