24/7 Service Recovery Specialist

Etihad Airways; Abu Dhabi; On-site; AED 100,000 - 167,000; Full time

Job summary

Etihad Airways, based in Abu Dhabi, is seeking a Service Recovery Agent with 2+ years in customer service to handle escalations and back-office tasks at our 24/7 Service Recovery Desk.

You will own cases from receipt to closure, coordinate with internal teams, update CRM, process refunds and goodwill gestures within approved authorities, and maintain compliance with policies and SLAs.

Qualifications

• Minimum 2 years in airline customer service or related role.
• Experience handling complaints, escalations, or disputes.
• Knowledge of airline passenger service processes and fare rules.
• Experience using CRM, case management tools, or contact centre platforms.
• Desirable: service recovery, complaints handling, escalations team; multilingual abilities; 24/7 shift experience; related certifications.

Responsibilities

• Receive and handle customer escalations from multiple channels.
• Own cases from receipt to closure and ensure timely resolution.
• Coordinate with internal departments to achieve outcomes.
• Update CRM with all interactions and resolution details.
• Process refunds or goodwill gestures within approved authorities.
• Ensure compliance with SLAs, policies, and data protection standards.

Skills

Customer service

CRM systems

Escalation management

Communication skills

Education

High school diploma

Customer service certification

Tools

CRM platforms

Ticketing systems

Job description

Etihad Airways, based in Abu Dhabi, is seeking a Service Recovery Agent with 2+ years in customer service to handle escalations and back-office tasks at our 24/7 Service Recovery Desk.

You will own cases from receipt to closure, coordinate with internal teams, update CRM, process refunds and goodwill gestures within approved authorities, and maintain compliance with policies and SLAs.