Service Recovery Agent at Etihad Airways, Abu Dhabi
Etihad Airways is hiring a full-time Service Recovery Agent in Abu Dhabi. You will work on the airline's 24/7 Service Recovery Desk, where unhappy or escalated customer cases are sent. What you will do: - Take escalated cases from phone, email, chat and internal teams, and own each case until it is closed. - Decide the right fix for each case within your approved limits, such as refunds, travel vouchers or goodwill offers. - Work with other Etihad teams (contact centre, guest relations, airport operations, refunds and others) to solve cases on time. - Call customers back within the agreed time and explain the outcome clearly and politely. - Keep every case and conversation recorded correctly in the CRM system. Practical notes: this is shift work on a desk that runs 24/7. The posting does not show a salary or a closing date. Apply only through the official link on this page. Real employers never ask for money for a job, a visa or an interview.
Requirements
- At least 2 years in airline customer service, a contact centre or another customer-facing role
- Experience handling customer complaints, escalations or disputes
- Working knowledge of airline passenger processes and fare rules
- Experience using CRM, case management or contact centre systems
- High school diploma or equivalent
- A customer service or contact centre certification (for example COPC or similar)
- Desirable: a diploma or degree in business, aviation, hospitality or tourism, extra languages, and 24/7 shift experience