Service Recovery Agent (UAE Nationals Only)

About the role

The Service Recovery Agent is the primary point of contact for escalated customer issues at our 24/7 Service Recovery Desk in Abu Dhabi. The role involves taking full ownership of cases from receipt through 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, determine appropriate actions and apply the escalation matrix.
• Execute service recovery actions, process compensation, goodwill gestures and refunds within delegated authority.
• Maintain accurate case documentation and update the CRM system with all interactions.
• Coordinate with internal teams such as Contact Centre Operations, Guest Relations, Commercial, Airport Operations and Revenue to achieve timely resolutions.
• Monitor SLA compliance, follow up on pending actions and ensure smooth handovers at shift changes.

Required profile

• UAE national with the right to work in Abu Dhabi.
• Strong attention to detail and ability to manage multiple cases simultaneously.
• Excellent communication skills with a professional and empathetic approach.
• Ability to work in a fast‑paced, 24/7 environment and meet strict SLA targets.

Required skills

• Proficiency in using CRM systems for case management.
• Basic data entry and documentation skills.