Guest Services Agent (Mandarin Speakers)

Job description / Role

Overview

Receive and process customer requests and enquiries, and address complaints by providing excellent customer service to increase customer satisfaction and ensure smooth running of operations at the airport.

Responsibilities

• Perform a wide range of airport services (e.g., guest/baggage handling, check-in and boarding operations, tickets and boarding passes screening) to ensure high-quality services are delivered to all guests in compliance with safety, quality, and operational objectives.
• Collaborate with handling agents by supporting in executing handling operations to ensure timely and high-quality delivery of services to guests.
• Support customers with connecting flights to ensure complete and timely information is provided.
• Liaise with cabin crew to ensure boarding operations are executed on time and according to safety procedures.
• Execute initial security screens to ensure access to the airport is properly monitored.
• Receive, process, and respond to daily enquiries on a wide range of services by providing timely and high-quality support to internal/external customers to meet their requirements.
• Receive and analyse complaints to ensure they are solved or addressed in the most effective manner.
• Support customers on a wide range of generic services following established policies and procedures to ensure customer needs are met in the most effective manner.
• Coordinate and escalate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided.
• Work closely with supervisors to improve the execution of assigned activities.
• Track major customer complaints and report key issues to supervising colleagues.
• Interact with internal teams to ensure consistent and reliable customer service.
• Provide customers with dedicated support according to policies and procedures to ensure compliance with regulations and risk mitigation.
• Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations.
• Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and a high level of customer service.

Ideal Candidate Profile

• Minimum Diploma/Bachelor's level education.
• 2 years of experience in a similar role is required.

About Etihad Airport Services - Ground

Etihad Airport Services Ground is the sole ground operations handler at Abu Dhabi International Airport. EASG handles a wide variety of ground functions at the capital's international airport, from passenger check-in and boarding to baggage handling and aircraft services. All operations are centred around its three main prerogatives: safety and security in all its functions, world-class operations for all customer airlines through maximum efficiency, and a world-class customer experience for all visiting and transiting guests.

About the Company

Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.

With Etihad, everyone who flies with us is welcomed as our guest.

This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.

Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.