Conversational Service Manager

Job Overview

Etihad Airways is seeking a Conversational Service Manager to lead customer service initiatives in Abu Dhabi, United Arab Emirates. This role focuses on enhancing customer experience through innovative conversational platforms.

Company Overview

Etihad Airways is the second flag carrier of the United Arab Emirates and is headquartered in Abu Dhabi. It is one of the world's leading airlines, committed to providing exceptional travel experiences and world-class service.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: To be determined based on applicant

Key Responsibilities

• Develop and implement strategies for conversational customer service.
• Manage and optimize chatbot and virtual assistant performance.
• Analyze customer interaction data to identify areas for improvement.
• Collaborate with cross-functional teams to ensure seamless customer journeys.
• Train and mentor service agents on new conversational tools and techniques.
• Stay updated with industry trends in customer service technology.

Requirements

• Proven experience in customer service management, preferably in a digital or conversational context.
• Strong understanding of AI-powered customer service tools and platforms.
• Excellent analytical, problem-solving, and communication skills.
• Ability to manage complex projects and lead a team.
• Bachelor's degree in a relevant field (e.g., Business, Marketing, Communications).
• Experience in the aviation or hospitality industry is a plus.

Benefits

• Competitive salary and benefits package.
• Opportunity to work with a leading global airline.
• Professional development and career advancement opportunities.
• Be part of an innovative team shaping the future of customer service.
• Work in the vibrant city of Abu Dhabi.