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Synopsis
The Online Community Specialist 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 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
To learn more, visit etihad.com
Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.
