Service Recovery Agent
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Key skills for this role
About the Role
Etihad Airways is hiring a Service Recovery Agent to handle customer escalations, manage service recovery cases, and perform back-office activities within the 24/7 Service Recovery Desk.
Key Skills for This Role
Responsibilities
- Receive and handle customer escalations from multiple channels including voice, email, chat, and internal referrals
- Take full ownership of assigned cases from receipt through to closure
- Assess each escalation to determine priority, required actions, and appropriate resolution pathway
- Apply the escalation matrix correctly, routing cases to the appropriate level or department
- Manage service recovery activities within approved authority levels
- Determine appropriate recovery actions based on case merit, customer history, and policy guidelines
- Process compensation, goodwill gestures, and recovery offers in accordance with delegated authorities
- Negotiate and communicate recovery outcomes to customers with professionalism, empathy, and clarity
- Perform critical back office activities including case documentation, data entry, and administrative processing
- Update and maintain the CRM system accurately with all customer interactions, actions taken, and resolution details
- Process refunds, travel vouchers, and other recovery instruments in line with approved procedures
- Coordinate with internal departments to achieve timely case resolution
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
- High school diploma or equivalent secondary education qualification
- Customer service or contact centre operations certification (e.g., COPC, Customer Excellence, or equivalent)
Full Job Posting
Job Description
- 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.
Accountabilities
- Receive and handle customer escalations from multiple channels including voice, email, chat, and internal referrals.
- Take full ownership of assigned cases from receipt through to closure, ensuring no case is abandoned or overlooked.
- Assess each escalation to determine priority, required actions, and appropriate resolution pathway.
- Apply the escalation matrix correctly, routing cases to the appropriate level or department when beyond personal authority.
- Manage service recovery activities within approved authority levels, ensuring commercial decisions are justified and documented.
- Determine appropriate recovery actions based on case merit, customer history, and policy guidelines.
- Process compensation, goodwill gestures, and recovery offers in accordance with delegated authorities.
- Negotiate and communicate recovery outcomes to customers with professionalism, empathy, and clarity.
- Perform critical back office activities assigned to the Service Recovery Desk, including case documentation, data entry, and administrative processing.
- Update and maintain the CRM system accurately with all customer interactions, actions taken, and resolution details.
- Process refunds, travel vouchers, and other recovery instruments in line with approved procedures.
- Maintain high quality documentation standards to ensure audit readiness and knowledge transfer.
Qualifications
- 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, Customer Excellence, or equivalent).
Additional Information
- Etihad Airways is more than the UAE’s national airline we’re shaping the future of global aviation.
- Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.
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