Service Recovery Agent

About the role

Etihad 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 contact for escalated matters and owning each case from receipt to closure. The role requires coordination with internal departments and adherence to service level agreements and company policies.

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, deciding recovery actions and processing compensation, goodwill gestures and refunds.
• Document cases, update the CRM, and process refunds, travel vouchers and other recovery instruments.
• Coordinate with 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 callback queue and communicate progress to customers.
• 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 complaint handling and 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: previous service recovery or escalations experience, exposure to refunds or revenue protection, multilingual capability, and 24/7 shift experience.
• High school diploma or equivalent; customer service or contact centre certification (e.g. COPC).
• Desirable: degree in Business, Aviation, Hospitality or Tourism, and IATA qualification.