24/7 Service Recovery Specialist

Etihad food group; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Etihad Airways is seeking a Service Recovery Agent to manage customer escalations and drive service recovery from the 24/7 Service Recovery Desk. You will own cases end-to-end, coordinate with internal teams, and ensure accurate records while upholding SLAs and company policies.

The role requires 2+ years in airline customer service or a related field, familiarity with CRM/case management tools, and strong communication skills.

Qualifications

• Minimum 2 years of airline customer service, contact centre operations, or related role.
• 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.

Responsibilities

• Handle customer escalations across voice, email, chat, and referrals.
• Own cases from receipt to closure with timely resolution.
• Coordinate with internal departments to resolve issues and maintain records.
• Apply escalation matrix and route cases within authority.
• Manage service recovery actions and document justifications.
• Perform back-office tasks: data entry, documentation, refunds and vouchers.

Skills

Customer service

Escalation handling

CRM systems

Case management

Communication

Multilingual (desirable)

Education

High school diploma or equivalent

Diploma/degree in Business, Aviation, Hospitality, Tourism (Desirable)

IATA qualification (Desirable)

Tools

CRM systems

Case management tools

Contact centre platforms

Job description

Etihad Airways is seeking a Service Recovery Agent to manage customer escalations and drive service recovery from the 24/7 Service Recovery Desk. You will own cases end-to-end, coordinate with internal teams, and ensure accurate records while upholding SLAs and company policies.

The role requires 2+ years in airline customer service or a related field, familiarity with CRM/case management tools, and strong communication skills.