Service Recovery Agent

Responsibilities

• Take ownership of customer escalations from receipt through to closure
• Assess escalations, set priority and route cases per the escalation matrix
• Manage service recovery actions within delegated authority levels
• Process compensation, refunds and travel vouchers per approved procedures
• Maintain accurate CRM records and case documentation
• Coordinate with internal departments to prevent case aging and SLA breaches
• Deliver callbacks within agreed service level timeframes
• Support irregular operations and critical events as directed

Requirements

• Minimum 2 years in airline customer service, contact centre or customer-facing role
• Experience handling complaints, escalations or dispute resolution
• Working knowledge of airline passenger service processes and fare rules
• Experience using CRM or case management tools
• High school diploma or equivalent
• Customer service or contact centre certification (e.g., COPC)

Preferred Qualifications

• Service recovery or complaints handling experience
• Back-office processing, refunds or revenue protection exposure
• Multilingual capabilities
• Experience in a 24/7 shift-based environment
• Diploma or degree in Business, Aviation, Hospitality or Tourism
• IATA qualification or airline industry training

About the Company

• Etihad Airways is the UAE's national airline, based at its hub in Abu Dhabi and connecting customers across continents.