Service Recovery Agent (UAE Nationals)

About the role

The Service Recovery Agent is the primary point of contact for escalated customer issues within Etihad Airways’ 24/7 Service Recovery Desk. The role owns each case from receipt through resolution, ensuring compliance with service level agreements and company policies.

Key responsibilities

• Receive and handle customer escalations across voice, email, chat and internal referrals.
• Take full ownership of cases, assess priority and apply the escalation matrix.
• Execute service recovery actions, process compensation, goodwill gestures and refunds within delegated authority.
• Perform back‑office tasks such as case documentation, data entry and accurate CRM updates.
• Coordinate with internal departments (Contact Centre, Guest Relations, Commercial, Airport Operations, Revenue, Refunds, Flight Editing, Digital) to achieve timely resolution.
• Manage callback queues, meet SLA commitments and communicate case progress to customers.
• Maintain high‑quality records to ensure audit readiness and support irregular operations or critical events.

Required profile

• Minimum 2 years experience in airline customer service, contact centre 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 and case‑management tools.
• High school diploma or equivalent; customer service certification (e.g., COPC) preferred.
• Multilingual capability is desirable.
• Experience in a 24/7 shift‑based environment is a plus.

Required skills

• CRM systems
• Case management tools
• Contact centre platforms