Service Recovery Agent

Job Overview

The Service Recovery Agent plays a critical role in managing escalated customer issues and service recovery procedures within a 24/7 operational environment. Acting as the main point of contact for challenging customer cases, the agent ensures thorough oversight from initial case receipt through to resolution and closure. This involves collaborating with various internal departments to resolve cases promptly, maintaining accurate documentation, and adhering to company policies and service standards.

Key Responsibilities

• Handle customer escalations received by voice, email, chat, or internal referrals with accountability from start to finish, ensuring every case is addressed and resolved.
• Evaluate the urgency and nature of each escalation to prioritize and determine the appropriate solution path, including adherence to the escalation matrix for routing beyond personal limits.
• Execute service recovery decisions within delegated authority, including issuing compensation, goodwill gestures, and processing refunds or travel vouchers, while justifying all commercial decisions.
• Manage back-office tasks such as case documentation, data entry, CRM updates, and administrative processes to support service recovery functions.
• Coordinate with internal teams across operations, commercial, guest relations, and other relevant departments to expedite case resolution and prevent delays or SLA breaches.
• Perform callbacks within agreed service level times, managing a personal callback queue efficiently and maintaining clear communication with customers on case progress.
• Uphold compliance with all relevant operational policies, data protection laws, and customer experience standards, including confidentiality in record keeping.
• Adapt to support irregular operational events and critical situations as required, demonstrating flexibility in priorities.
• Make timely, quality decisions within authority limits regarding case handling and recovery approaches, escalating complex matters to supervisors when necessary.

Required Qualifications and Experience

• Minimum two years’ experience in airline customer service, contact center operations, or similar customer-facing roles.
• Proven track record in managing customer complaints, escalations, and resolution processes.
• Familiarity with airline passenger service operations, fare regulations, and commercial policies.
• Experience working with CRM systems, case management software, or contact center platforms.
• High school diploma or equivalent education along with relevant certifications in customer service or contact center operations.

Preferred Qualifications and Experience

• Background in service recovery, complaints handling, or escalation teams.
• Knowledge of back-office functions such as refunds and revenue protection.
• Multilingual skills pertinent to the airline’s route network.
• Experience in shift-based, 24/7 operational environments.
• Diploma or degree in business, aviation, hospitality, tourism, or related fields.
• Additional certifications in conflict resolution, negotiation, emotional intelligence, or airline industry training such as IATA qualifications.

Additional Information

Etihad Airways, the UAE’s flagship carrier based in Abu Dhabi, is committed to innovating global aviation and expanding its fleet and network under its "Journey 2030" strategy. Working here means joining a global vision where diverse cultural interactions and exceptional experiences define the workplace.

Recruitment Alert

Applicants should be cautious of fraudulent recruitment activities as Etihad Airways does not request personal financial information or payments during hiring processes. Official interviews occur either face-to-face or via authorized video/telephone calls followed by legitimate offers.