Service Recovery Agent-UAE Nationals Only

Responsibilities

• Handle customer escalations via voice, email, chat, and internal referrals
• Take full ownership of assigned cases from receipt through to closure
• Manage service recovery activities and process compensation or goodwill gestures
• Perform back-office activities including case documentation and data entry
• Coordinate with internal departments such as Contact Centre, Guest Relations, and Airport Operations
• Deliver callbacks within agreed service level timeframes
• Maintain accurate records in the CRM system and ensure compliance with company policies

Requirements

• Minimum 2 years of experience in airline customer service or contact centre operations
• Demonstrated experience in dispute resolution and handling customer complaints
• Working knowledge of airline passenger service processes and fare rules
• Experience using CRM systems and case management tools
• High school diploma or equivalent
• Customer service or contact centre operations certification

Preferred Qualifications

• Diploma or degree in Business, Aviation, Hospitality, or Tourism
• Certification in conflict resolution, negotiation, or emotional intelligence
• IATA qualification or airline industry-specific training
• Multilingual capabilities
• Experience in a 24/7 shift-based environment

About the Company

Etihad Airways is the national airline of the UAE, based in Abu Dhabi, connecting people across continents and cultures with a vision to double its fleet and expand its network by 2030.