Job Description

The Service Recovery Agent is responsible for handling customer escalations, managing service recovery cases, and performing critical back-office activities within the 24/7 Service Recovery Desk. Acting as the primary operational point of contact for escalated matters, the Agent takes ownership of cases from initial receipt through to final resolution and closure. The role coordinates with internal departments to achieve timely outcomes, maintains accurate records, and ensures compliance with SLAs, company policies, and customer experience standards.

Key Accountabilities

• Escalation Handling & Case Ownership Receive and manage escalations across voice, email, chat, and internal referrals. Take full ownership of assigned cases, assess priority, apply the escalation matrix, and ensure closure without abandonment.

• Service Recovery Execution Manage recovery activities within authority levels, determine appropriate actions, process compensation or goodwill gestures, and communicate outcomes with professionalism and empathy.

• Back-Office Operations Perform case documentation, data entry, and administrative processing. Maintain CRM accuracy, process refunds and vouchers, and uphold audit-ready documentation standards.

• Stakeholder Coordination Collaborate with Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue, Refunds, Flight Editing, and Digital teams to resolve cases. Ensure timely follow-ups and provide clear handovers at shift change.

• Callback & SLA Management Deliver callbacks within agreed SLAs, manage personal queues effectively, and proactively update customers on case progress with clear expectations.

• Compliance & Quality Adhere to operational procedures, policies, and regulatory requirements. Maintain confidentiality, data protection standards, and support irregular operations as directed.

• Decision-Making Authority Approve recovery actions within delegated limits, prioritize workload based on urgency and impact, select appropriate communication strategies, and escalate cases beyond authority to the Supervisor.

Qualifications

Experience

Essential

• Minimum 2 years of experience in airline customer service, contact centre operations, or a related customer-facing role.
• Demonstrated experience handling customer complaints, escalations, or dispute resolution.
• Working knowledge of airline passenger service processes, fare rules, and basic commercial policies.
• Experience using CRM systems, case management tools, or contact centre platforms in a professional environment.

Desirable

• Previous experience in a service recovery, complaints handling, or escalations team.
• Exposure to back-office processing, refunds, or revenue protection functions.
• Multilingual capabilities relevant to the airline's route network and customer base.
• Experience working in a 24/7 shift-based operational environment.

Qualifications

Essential

• High school diploma or equivalent secondary education qualification.
• Customer service or contact centre operations certification (e.g., COPC, Customer Excellence, or equivalent).

Desirable

• Diploma or degree in Business, Aviation, Hospitality, Tourism, or a related field.
• Additional certification in conflict resolution, negotiation skills, or emotional intelligence.
• IATA qualification or airline industry-specific training.

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.