Service Recovery Agent-UAE Nationals Only

Etihad Airways; Abu Dhabi; In loco; AED 60.000 - 120.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Customer service

Dispute resolution

Communication

Multilingual capabilities

Shift flexibility

Formazione

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

Strumenti

CRM systems

Case management tools

Data entry

Descrizione del lavoro

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

Requirements

• Minimum 2 years of experience in airline customer service or contact centre operations
• Demonstrated 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
• High school diploma or equivalent
• Customer service or contact centre operations certification

Preferred Qualifications

• Diploma or degree in Business, Aviation, Hospitality, or Tourism
• Certification in conflict resolution, negotiation, or emotional intelligence
• IATA qualification or airline industry-specific training
• Multilingual capabilities
• Experience in a 24/7 shift-based environment

About the Company

Etihad Airways is the national airline of the UAE, based in Abu Dhabi, connecting people across continents and cultures with a vision to double its fleet and expand its network by 2030.