Etihad Airways Abu Dhabi Vacancy: Service Recovery Agent, 2+ Years

A normal shift at the 24/7 Service Recovery Desk involves handling customer escalations through voice, email, chat and internal referrals. You will take ownership of each case, keep customers updated and work towards a clear resolution.

The job is based in Abu Dhabi and includes case documentation, CRM updates, callbacks and coordination with several internal airline departments.

What you will handle during a shift

• Receive and assess customer escalations, then set the right priority and resolution path.
• Manage service recovery actions, including approved compensation, goodwill offers, refunds and travel vouchers.
• Update CRM records with customer conversations, actions taken and final outcomes.
• Coordinate with contact centre, guest relations, airport operations, refunds and other internal teams.
• Complete callbacks within agreed service levels and provide clear handovers at shift change.
• Follow company procedures, confidentiality rules and data protection standards when handling cases.

Check these points before applying

• Make sure you have at least two years of relevant customer service or contact centre experience.
• Keep evidence of a high school diploma or equivalent and a customer service or contact centre operations certification.
• Review your experience with complaints, escalations, CRM systems, airline passenger processes and fare rules.

Before you apply: The advert specifically asks for experience with customer complaints or escalations, so describe the type of cases you handled and the systems you used in your application.

• Minimum 2 years of airline customer service, contact centre or related customer-facing experience.
• 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.
• High school diploma or equivalent secondary education qualification.
• Customer service or contact centre operations certification, such as COPC, customer excellence or equivalent.