Etihad Aviation Group

1 day ago

Service Recovery Agent

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Handle customer escalations and service recovery cases within a 24/7 Service Recovery Desk, owning matters from receipt to final resolution. Process recovery actions within delegated authority, including refunds, vouchers, and goodwill gestures, while maintaining accurate CRM and audit-ready documentation. Coordinate with internal teams to resolve cases, deliver customer callbacks within SLAs, and ensure compliance with policies, regulatory requirements, and data protection standards.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Receive and manage escalations across voice, email, chat, and internal referrals, taking full ownership of assigned cases and ensuring closure.
•Execute service recovery activities within delegated authority, determining appropriate actions and communicating outcomes with professionalism and empathy.
•Complete back-office work including case documentation, data entry, CRM updates, and processing refunds and vouchers with audit-ready records.
•Coordinate with internal teams (e.g., Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue, Refunds, Flight Editing, Digital) to resolve cases and provide handovers.
•Deliver customer callbacks within SLAs, proactively update customers on case progress, and escalate matters beyond authority to the Supervisor.

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.
•Customer service or contact centre operations certification (e.g., COPC, Customer Excellence, or equivalent).

Experience:2+ yearsAirlinesAviationCustomer serviceContact center

Skills:ProfessionalismEmpathyConfidentialityAttention to detailStakeholder coordination

Certifications:COPCCustomer ExcellenceIATA

Languages:English (UK)

Tech Stack:CRMCase management toolsContact centre platforms

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

Glassdoor: 3.6

Website LinkedIn Glassdoor

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Etihad Aviation Group

1 day ago

Service Recovery Agent

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Receive and manage escalations across voice, email, chat, and internal referrals, taking full ownership of assigned cases and ensuring closure.
•Execute service recovery activities within delegated authority, determining appropriate actions and communicating outcomes with professionalism and empathy.
•Complete back-office work including case documentation, data entry, CRM updates, and processing refunds and vouchers with audit-ready records.
•Coordinate with internal teams (e.g., Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue, Refunds, Flight Editing, Digital) to resolve cases and provide handovers.
•Deliver customer callbacks within SLAs, proactively update customers on case progress, and escalate matters beyond authority to the Supervisor.

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.
•Customer service or contact centre operations certification (e.g., COPC, Customer Excellence, or equivalent).

Experience:2+ yearsAirlinesAviationCustomer serviceContact center

Skills:ProfessionalismEmpathyConfidentialityAttention to detailStakeholder coordination

Certifications:COPCCustomer ExcellenceIATA

Languages:English (UK)

Tech Stack:CRMCase management toolsContact centre platforms

Company Brief

Etihad Aviation Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor