Service Recovery Agent-UAE Nationals Only

Etihad Aviation Group
Abu Dhabi
Workplace: OnsiteFull timeFunction: SalesEducation: high_schoolSkills: ["Ownership","Communication","Empathy","Negotiation","Confidentiality"]

Own customer escalations end-to-end within a 24/7 Service Recovery Desk, from intake and prioritisation to resolution and closure. Handle service recovery actions within delegated authority, negotiate and communicate outcomes with empathy, and perform back-office duties including CRM updates and processing refunds or recovery instruments. Coordinate with internal teams across operations and guest experience to meet SLAs, maintain audit-ready documentation, and ensure compliance, confidentiality, and data protection.

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FursaFursa
Etihad Aviation Group
Etihad Aviation Group
3 days ago

Service Recovery Agent-UAE Nationals Only

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own customer escalations end-to-end within a 24/7 Service Recovery Desk, from intake and prioritisation to resolution and closure. Handle service recovery actions within delegated authority, negotiate and communicate outcomes with empathy, and perform back-office duties including CRM updates and processing refunds or recovery instruments. Coordinate with internal teams across operations and guest experience to meet SLAs, maintain audit-ready documentation, and ensure compliance, confidentiality, and data protection.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Sales
Seniority: Entry level

Key Responsibilities

  • •Receive and handle customer escalations from voice, email, chat, and internal referrals, taking full ownership through closure.
  • •Assess escalation priority, apply the escalation matrix, and route cases appropriately when beyond personal authority.
  • •Execute service recovery activities within approved authority, including determining recovery actions and processing compensation or goodwill offers.
  • •Perform back-office activities such as documentation, data entry, CRM updates, and processing refunds and recovery instruments.
  • •Coordinate with internal departments to resolve cases, manage callback and SLA timing, and ensure compliance, confidentiality, and audit-ready records.

Key Requirements

  • •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.
  • •High school diploma or equivalent secondary education qualification; customer service or contact centre operations certification (e.g., COPC or customer excellence).
Experience:AirlinesCustomer serviceContact centre
Education:High School
Skills:OwnershipCommunicationEmpathyNegotiationConfidentiality
Certifications:COPCCustomer excellenceIATA
Languages:English (UK)
Tech Stack:CRMCase management toolsContact centre platformsRefund processing

Eligibility

Nationality:UAE National

Company Brief

Etihad Aviation Group
Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2003
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