Etihad Airways
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[Registered company name] FZ-LLC · [Registered address], Ras Al Khaimah, United Arab Emirates
Company Description
Job Description
Synopsis
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. This role serves as the primary operational point of contact for escalated customer matters, taking ownership of cases from initial receipt through to final resolution and closure.
The Agent acts as the operational owner of assigned cases, coordinating with internal departments to achieve timely and effective outcomes, maintaining accurate records of all customer interactions, and ensuring compliance with service level agreements, company policies, and customer experience standards.
Accountabilities
Qualifications
Education & Experience
o Minimum 2 years of experience in airline customer service, contact centre operations, or a related customer-facing role.
o Demonstrated experience handling customer complaints, escalations, or dispute resolution.
o Working knowledge of airline passenger service processes, fare rules, and basic commercial policies.
o Experience using CRM systems, case management tools, or contact centre platforms in a professional environment.
o Previous experience in a service recovery, complaints handling, or escalations team.
o Exposure to back-office processing, refunds, or revenue protection functions.
o Multilingual capabilities relevant to the airline’s route network and customer base.
o Experience in a 24/7 shift-based operational environment.
o High school diploma or equivalent secondary education qualification.
o Customer service or contact centre operations certification (e.g., COPC, customer excellence, or equivalent).
o Diploma or degree in Business, Aviation, Hospitality, Tourism, or a related field.
o Additional certification in conflict resolution, negotiation skills, or emotional intelligence.
o 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
Recruitment Fraud Alert
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.
