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Service Recovery Agent

Etihad
Abu Dhabi, UAE
Full Time
Mid
Onsite
Yesterday
Customer ServiceConflict ResolutionCRM SystemsCase ManagementNegotiationData Entry
Free

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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.
  • The Agent acts as the operational owner of assigned cases, coordinating with internal departments to achieve timely and effective outcomes.

Accountabilities Escalation Handling & Case Ownership

  • 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.

Service Recovery Execution

  • 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.

Back Office Operations

  • 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.

Stakeholder Coordination

  • Coordinate with internal departments including Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue, Refunds, Flight Editing, and Digital to achieve timely case resolution.
  • Follow up on pending actions with internal stakeholders to prevent case aging and SLA breaches.
  • Provide clear and concise handovers at shift change, ensuring continuity of case management.

Callback & SLA Management

  • Deliver all callbacks within agreed service level timeframes, meeting commitment times and quality standards.
  • Manage personal callback queue, prioritising effectively and rescheduling where necessary with customer agreement.
  • Proactively communicate with customers on case progress, setting clear expectations and following through on commitments.

Compliance & Quality

  • Follow all operational procedures, policies, and guidelines governing service recovery activities.
  • Ensure compliance with company policies, customer experience standards, and regulatory requirements.
  • Maintain confidentiality and data protection standards in all customer interactions and record keeping.
  • Support irregular operations and critical events as directed, adapting to changing operational priorities.

Decision Making Authority

  • Approve service recovery actions within individual authority limits as defined by the company compensation and service recovery policy framework.
  • Determine case prioritisation and sequencing within assigned workload based on urgency, complexity, and customer impact.
  • Select appropriate recovery approaches and communication strategies within approved guidelines.
  • Escalate cases to the Supervisor when recovery requirements exceed delegated authority or involve exceptional circumstances.
  • Make real time decisions on case handling approaches within established procedures and quality standards.

Qualifications Experience Essential

  • 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.

Qualifications Experience Desirable

  • Previous experience in a service recovery, complaints handling, or escalations team.
  • Exposure to back office processing, refunds, or revenue protection functions.
  • Multilingual capabilities relevant to the airline’s route network and customer base.
  • Experience in a 24/7 shift based operational environment.

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