Officer, Customer Service​/HelpDesk, Office Administrator​/ Coordinator

Every successful journey starts with the right arrangements behind it.

As a Staff Travel Officer
, you will play an important role in making sure employees receive accurate, timely and policy-compliant travel support. From preparing quotations and coordinating bookings to managing changes and resolving travel issues, your work will directly contribute to a smooth and reliable staff travel experience.

You will work across multiple requests and stakeholders, balancing employee needs with policy requirements, business considerations and service standards.

Accountabilities:

• Review and analyze staff travel requests, eligibility, and trip details to produce accurate quotations and travel options that align with policy, budget, and service requirements, while clarifying missing information and escalating exceptions where needed
• Process bookings, amendments, and ticketing-related transactions for approved travel, ensuring itineraries, fare conditions, and traveler records are accurate, current, and traceable in the system, and checking that each request is completed within agreed service standards
• Coordinate with airlines, hotels, and other travel partners to secure availability, confirm arrangements, and resolve booking issues or changes promptly, maintaining service continuity and protecting the organization's commercial and customer experience priorities
• Monitor fares, travel rules, blackout periods, and supplier offers to recommend the most suitable option for each request, balancing cost, service quality, and policy compliance without compromising the traveler's needs
• Respond to inquiries from staff and internal stakeholders on quotations, booking status, itinerary changes, and travel entitlements, explaining established facts, practices, and policies clearly and consistently to support effective decision-making
• Maintain accurate travel data, trackers, and documentation, and prepare weekly or periodic reports on volumes, exceptions, and service trends to support operational visibility, issue resolution, and continuous improvement in the guest experience function

Education & Experience

• Bachelor's degree or diploma in aviation, logistics, or hospitality required
• 2-5 years of experience in load control, freighter operations, ground handling, or airport operations
• Experience coordinating operational stakeholders in time-critical, safety-focused environments
• Experience preparing operational documentation, load information, or flight support records
• Language Requirements:
• Arabic is an advantage

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.