Service Recovery Agent

About the role

The Service Recovery Agent works within a 24/7 Service Recovery Desk, handling escalated customer issues across multiple channels. The role owns each case from receipt to resolution, ensuring compliance with service level agreements and company policies.

Key responsibilities

• Receive and manage customer escalations via voice, email, chat and internal referrals.
• Assess priority, apply the escalation matrix and route cases appropriately.
• Execute service recovery actions within delegated authority, including processing compensation, goodwill gestures and travel vouchers.
• Maintain accurate case documentation and update the CRM system with all interactions and outcomes.
• Coordinate with internal teams such as Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue and Refunds to achieve timely resolutions.
• Handle callbacks within agreed SLA timeframes and communicate case progress to customers.
• Ensure compliance with quality standards and audit readiness.

Required profile

• Strong ownership mindset with the ability to manage cases end‑to‑end.
• Excellent communication skills, showing empathy and professionalism.
• Ability to work in a fast‑paced, 24/7 environment and meet SLA commitments.
• Detail‑oriented with high standards for documentation and data accuracy.

Required skills

• Proficiency in using CRM systems for case management.