Service Recovery Agent

About the role

The Service Recovery Agent works on the 24/7 Service Recovery Desk, handling escalated customer issues and ensuring each case is resolved to the customer’s satisfaction. Acting as the primary operational contact for escalations, the agent owns cases from receipt through to closure while coordinating with multiple internal teams.

Key responsibilities

• Receive and manage escalations via voice, email, chat and internal referrals, applying the escalation matrix and ensuring no case is abandoned.
• Execute service recovery actions within delegated authority, process compensation, goodwill gestures and communicate outcomes professionally.
• Perform back‑office tasks such as case documentation, data entry, refunds, voucher issuance and maintain audit‑ready CRM records.
• Collaborate with Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue, Refunds, Flight Editing and Digital teams to achieve timely resolutions.
• Deliver callbacks within SLA, manage personal queues and keep customers informed of progress.
• Adhere to operational procedures, data protection standards and regulatory requirements, escalating when necessary.

Required profile

• Minimum 2 years of experience in airline customer service, contact centre operations or a similar customer‑facing role.
• Proven ability to handle complaints, escalations and dispute resolution.
• Working knowledge of airline passenger service processes, fare rules and basic commercial policies.
• Experience using CRM systems, case management tools or contact‑centre platforms.

Required skills

• CRM systems
• Case management tools
• Contact centre platforms