24/7 Service Recovery & Escalations Specialist

Etihad; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

Etihad Airways is seeking a Service Recovery Agent in Abu Dhabi to manage customer escalations and service recovery across multiple channels. You will own cases from receipt to closure, coordinating with internal departments to ensure timely, compliant resolutions while maintaining detailed records in the CRM system.

The role requires experience in airline customer service, strong communication skills, and the ability to operate in a 24/7 shift-based environment.

Qualifications

• Minimum 2 years in airline customer service or related role.
• Experience handling customer complaints, escalations, or dispute resolution.
• Experience using CRM/case management tools.
• Multilingual capabilities relevant to airline route network.
• Experience in a 24/7 shift-based environment.
• High school diploma or equivalent; certifications in customer service.

Responsibilities

• Escalation Handling & Case Ownership: Receive and manage escalations from multiple channels.
• Service Recovery Execution: Determine recovery actions and document decisions.
• Back-Office Operations: Complete case documentation, data entry, and administrative processing.
• CRM & Documentation: Maintain accurate records of customer interactions and resolutions.
• Stakeholder Coordination: Collaborate with internal departments to resolve cases timely.
• Callback & SLA Management: Adhere to agreed service levels for all callbacks.

Skills

CRM systems

Escalations handling

Case ownership

Back-office processing

Education

High school diploma

Customer service certification

Tools

CRM systems

Case management tools

Job description

Etihad Airways is seeking a Service Recovery Agent in Abu Dhabi to manage customer escalations and service recovery across multiple channels. You will own cases from receipt to closure, coordinating with internal departments to ensure timely, compliant resolutions while maintaining detailed records in the CRM system.

The role requires experience in airline customer service, strong communication skills, and the ability to operate in a 24/7 shift-based environment.