Online Community Officer (english Language)

Online Community Officer (english Language)

30 Jun
|
Confidential Company
|
United Arab Emirates

30 Jun

Confidential Company

United Arab Emirates

Job Purpose Etihad Aviation Group is a transforming business as a young and ambitious airline our focus is on innovation and on making Etihad truly an airline of choice for our guests around the world As such we are seeking talented and committed individuals who are driven by a desire to deliver a world-class product and exceptional customer service We are pleased to announce an exciting opportunity to join Guest Experience team Online Community Officer role will develop strong relationships with key Guests in order to develop loyalty to the Etihad brand and retain their business through interaction on various social media channels Job Responsibilities 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 Communicate clearly and concisely on behalf of Etihad Airways across all social media channels to promote the Company s online presence and enhance the Company s brand image 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 Communicate directly with Guests in an empathic and timely manner with the aim of resolving their issues and retaining their future business Using defined KPI s 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 Liaise with outstations in all matters relating to interaction handling with a view to assisting the stations with live issues Track and report all social interactions to measure trends and business opportunities and to identify threats through communication Monitor and manage Etihad s owned channel conversation and the broader earned conversation across blogs forums news sites Increase awareness of Etihad s brand through proactive 1 1 outreach Education Experience Minimum Diploma 2 years or more Minimum of 3 years of work experience within relevant field About Etihad Airways Etihad Airways the national airline of the UAE was formed in 2003 to bring Abu Dhabi to the World Over the years we have grown into Etihad Aviation Group a diversified global aviation and travel company which is one of the world s most acclaimed industry brands Our airline flies to over 84 destinations with a fleet of over 100 Airbus and Boeing aircraft serving 18 6 million passengers a year and carrying 682 000 tonnes of cargo in 2018 Click here to Apply Online

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