Role overview

Etihad Airways is seeking a Service Recovery Agent to join its 24/7 Service Recovery Desk in Abu Dhabi. This full-time position handles customer escalations and manages service recovery cases from initial receipt through to final resolution, serving as the primary operational point of contact for customers experiencing service issues.

Key responsibilities

Receive and manage customer escalations from multiple channels including phone, email, chat, and internal referrals, taking full ownership of each case through to closure.
Assess escalations to determine priority and required actions, applying the escalation matrix to route cases appropriately when they exceed personal authority.
Execute service recovery activities within approved authority levels, determining appropriate recovery actions based on case merit, customer history, and policy guidelines.
Process compensation, goodwill gestures, refunds, and travel vouchers in accordance with delegated authorities and established procedures.
Maintain accurate CRM system documentation of all customer interactions, actions taken, and resolution details to ensure audit readiness.
Coordinate with internal departments including Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue, and Refunds to achieve timely case resolution.
Deliver all callbacks within agreed service level timeframes, managing personal callback queues and proactively communicating case progress to customers.

Requirements

Minimum two years of experience in airline customer service, contact centre operations, or a related customer-facing role with demonstrated experience handling complaints and escalations.
Working knowledge of airline passenger service processes, fare rules, and basic commercial policies.
Proficiency with CRM systems, case management tools, or contact centre platforms in a professional environment.
High school diploma or equivalent secondary education qualification.
Customer service or contact centre operations certification.
Previous experience in a service recovery or complaints handling team is desirable, as is exposure to back-office processing and refunds functions.
Multilingual capabilities and experience in 24/7 shift-based operations are advantageous.

What makes this role worth considering

This position offers the opportunity to make a measurable difference in customer satisfaction while working within a structured framework that defines clear authority levels and decision-making guidelines. You will gain exposure to diverse operational functions across a major international airline, from revenue protection to airport operations, while developing expertise in complaint resolution and service recovery.

How to apply

Use the Apply button to view the official job posting and submit your application on Etihad Airways Careers: Latest Jobs and How to Apply's careers site.

ImmigrationCafe is a job listing directory, not a recruiter. Applications are submitted on the employer's official careers website.