Service Recovery Agent

About the role

Etihad Airways is hiring a Service Recovery Agent in Abu Dhabi for its 24/7 Service Recovery Desk. The agent handles customer escalations and manages service recovery cases, acting as the main operational point of contact for escalated matters and owning each case from receipt to closure. The role coordinates with internal departments to deliver timely outcomes, keeps accurate records of customer interactions and ensures compliance with service level agreements, company policies and customer experience standards.

Key responsibilities

• Receive and handle escalations from voice, email, chat and internal referrals, assessing priority and applying the escalation matrix to route cases appropriately
• Manage service recovery within approved authority levels, process compensation and goodwill gestures, and negotiate outcomes with customers
• Perform back-office work such as case documentation, data entry, refund and voucher processing, and keep the CRM accurate
• Coordinate with departments such as Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue, Refunds, Flight Editing and Digital, and follow up on pending actions to avoid SLA breaches
• Deliver callbacks within agreed timeframes, manage the personal callback queue and give clear handovers at shift change
• Follow operational procedures, protect customer data and support irregular operations and critical events
• Approve recovery actions within delegated authority and escalate to the Supervisor when needed

Required profile

• At least 2 years of experience in airline customer service, contact centre operations or a related customer-facing role, including complaints, escalations or dispute resolution
• Working knowledge of airline passenger service processes, fare rules and basic commercial policies
• Experience with CRM systems, case management tools or contact centre platforms
• Desirable: service recovery or complaints handling experience, exposure to refunds or revenue protection, multilingual capability, and 24/7 shift experience
• Essential: high school diploma or equivalent; desirable: diploma or degree in Business, Aviation, Hospitality or Tourism, and IATA qualification or airline-specific training