Airline Service Recovery Specialist

Etihad Airways; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

Etihad Airways in Abu Dhabi is hiring a customer service specialist to handle escalations via voice, email, chat and referrals, taking full ownership of cases from receipt to closure. You will manage service recovery, document cases in CRM, ensure policy compliance, and coordinate with internal teams such as Contact Centre, Guest Relations and Airport Operations, with 24/7 shift readiness expected.

Minimum 2 years airline customer service experience; dispute resolution skills and CRM proficiency

Qualifications

• Minimum 2 years of experience in airline customer service or contact centre operations.
• Experience in dispute resolution and handling customer complaints.
• Working knowledge of airline passenger service processes and fare rules.
• Experience using CRM systems and case management tools.

Responsibilities

• Handle customer escalations via voice, email, chat, and internal referrals.
• Take full ownership of assigned cases from receipt through to closure.
• Manage service recovery activities and process compensation or goodwill gestures.
• Perform back-office activities including case documentation and data entry.
• Coordinate with internal departments such as Contact Centre, Guest Relations, and Airport Operations.
• Deliver callbacks within agreed service level timeframes.
• Maintain accurate records in the CRM system and ensure compliance with company policies.

Skills

Customer service

Dispute resolution

Communication

Multilingual capabilities

Shift flexibility

Education

High school diploma or equivalent

Diploma or degree in Business, Aviation, Hospitality, or Tourism

IATA qualification or airline industry training

Certification in conflict resolution, negotiation

Tools

CRM systems

Case management tools

Data entry

Job description

Etihad Airways in Abu Dhabi is hiring a customer service specialist to handle escalations via voice, email, chat and referrals, taking full ownership of cases from receipt to closure. You will manage service recovery, document cases in CRM, ensure policy compliance, and coordinate with internal teams such as Contact Centre, Guest Relations and Airport Operations, with 24/7 shift readiness expected.

Minimum 2 years airline customer service experience; dispute resolution skills and CRM proficiency