Service Recovery Agent (UAE Nationals Only)

About the role

The Service Recovery Agent works within Etihad's 24/7 Service Recovery Desk in Abu Dhabi. The role is responsible for handling customer escalations, managing service recovery cases, and performing critical back‑office activities to ensure timely resolution and compliance with service standards.

Key responsibilities

• Receive and handle customer escalations from voice, email, chat, and internal referrals.
• Take full ownership of each case from receipt through to closure, ensuring no case is abandoned.
• Assess escalation priority, determine required actions, and apply the escalation matrix.
• Execute service recovery actions within delegated authority, including processing compensation, goodwill gestures, and recovery offers.
• Communicate recovery outcomes to customers with professionalism and empathy.
• Perform back‑office tasks such as case documentation, data entry, and processing refunds or travel vouchers.
• Maintain accurate records in the CRM system and ensure audit‑ready documentation.
• Coordinate with internal departments (Contact Centre, Guest Relations, Commercial, Airport Operations, Revenue, Refunds, Flight Editing, Digital) to achieve timely resolutions.

Required profile

• UAE national (as indicated by the posting title).
• Full‑time availability to work in Abu Dhabi.
• Ability to manage escalated customer matters from receipt to resolution.
• Strong attention to detail for accurate case documentation.

Required skills

• Proficiency in using a CRM system for case management.