Summary of the Online Community Specialist job at Etihad Airways

Job Description

Online Community Specialist - Make Every Guest Interaction Matter

At Etihad, every conversation is an opportunity to create meaningful connections and deliver exceptional experiences. As an Online Community Specialist, you will be the voice of Etihad across digital and social platforms, transforming guest interactions into lasting relationships and ensuring our world-class service extends far beyond the journey itself.

You will play a key role in protecting and enhancing our brand reputation, resolving guest concerns with empathy and efficiency, and identifying opportunities to improve the customer experience through social listening, engagement, and insight-driven recommendations.

What You'll Do

• Deliver exceptional customer care across Etihad's social media channels and online communities, ensuring all guest interactions are responded to within the defined 15-minute SLA.
• Act as a trusted brand ambassador, building strong relationships with guests to foster loyalty, advocacy, and long-term engagement with Etihad.
• Investigate guest feedback and service concerns by collaborating with internal stakeholders, airport teams, and operational departments to identify solutions and provide timely, personalized responses.
• Take ownership of complex guest issues, using sound judgement and initiative to deliver positive outcomes and restore confidence in the Etihad brand.
• Analyse customer interactions and service recovery outcomes to identify root causes, recommend improvements, and help prevent future issues.
• Monitor social conversations, emerging trends, and industry topics to identify opportunities that enhance brand reputation, customer engagement, and business performance.
• Transform guest feedback into actionable insights and share recommendations with key stakeholders to drive continuous improvement across the customer journey.
• Support operational teams and global stations with real-time guest issues and social media interactions.
• Track, measure, and report on community engagement, sentiment, trends, and emerging risks to support informed decision-making.
• Proactively engage with online communities to strengthen Etihad's digital presence and increase brand awareness through meaningful one-to-one interactions.

Qualifications

What We're Looking For

• Diploma qualification or higher.
• Minimum 3 years of experience in Customer Experience, Community Management, Social Media Engagement, Customer Relations, or a similar guest-facing role.
• Exceptional verbal and written communication skills with the ability to adapt tone across different audiences and platforms.
• Strong problem-solving and investigative skills, with the confidence to make sound decisions in a fast-paced environment.
• Demonstrated ability to handle sensitive customer issues with empathy, professionalism, and composure.
• Passion for social media, digital engagement, and online community building.
• Strong awareness of social media trends, digital culture, and emerging customer expectations.
• Ability to analyse feedback and data to identify insights, trends, and opportunities for service improvement.
• Self-motivated, proactive, and able to work independently while collaborating effectively with global stakeholders.

Additional Information

Why Etihad?

Join a team that's redefining the future of air travel. At Etihad, you'll have the opportunity to make a genuine impact on the guest experience, work in a dynamic global environment, and help shape conversations that inspire loyalty, trust, and advocacy for one of the world's leading airlines.

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.

To learn more visit www.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.