Etihad Airways is hiring for the position of Service Recovery Agent in Abu Dhabi, United Arab Emirates. This full-time opportunity is ideal for professionals with experience in airline customer service, contact centre operations, complaints handling, or customer experience management. The role is part of the Operations & Guest Experience Division and focuses on resolving customer escalations, managing service recovery cases, and ensuring outstanding customer support.
Candidates with at least two years of relevant customer service experience, CRM knowledge, and strong communication skills are encouraged to apply.
Etihad Airways Service Recovery Agent Job Details
| Job Specification | Details |
|---|---|
| Company | Etihad Airways |
| Job Title | Service Recovery Agent |
| Location | Abu Dhabi, United Arab Emirates |
| Employment Type | Full-Time |
| Division | Operations & Guest Experience |
| Experience Required | Minimum 2 Years |
| Education | High School Diploma or Equivalent |
| Industry | Aviation / Customer Service |
| Work Environment | 24/7 Shift-Based Operations |
About the Role
The Service Recovery Agent serves as the primary operational contact for customer escalations, taking ownership of service recovery cases from initial receipt through to final resolution. The position requires close coordination with multiple internal departments while ensuring customer concerns are handled professionally, efficiently, and in accordance with company policies.
The role combines customer communication, complaint resolution, back-office processing, case management, and stakeholder coordination to deliver an excellent customer experience.
Key Responsibilities
The successful candidate will be responsible for:
- Receive and manage customer escalations through voice, email, chat, and internal referrals.
- Take full ownership of assigned service recovery cases until closure.
- Assess customer issues and determine the most appropriate resolution pathway.
- Apply escalation procedures and coordinate with relevant departments when necessary.
- Process refunds, travel vouchers, compensation, and goodwill gestures within approved authority limits.
- Update CRM systems with accurate case notes and customer interaction records.
- Perform back-office administrative tasks and maintain complete documentation.
- Coordinate with Contact Centre, Guest Relations, Commercial, Airport Operations, Revenue, Refunds, Flight Editing, and Digital teams.
- Deliver callbacks within agreed service level agreements (SLAs).
- Keep customers informed throughout the resolution process.
- Maintain confidentiality and comply with company policies and regulatory requirements.
- Support operational disruptions and irregular operations when required.
Required Qualifications
Applicants should meet the following qualifications:
- High School Diploma or equivalent secondary education.
- Minimum 2 years of experience in airline customer service, contact centre operations, or a related customer-facing role.
- Experience handling customer complaints, escalations, or dispute resolution.
- Knowledge of airline passenger service processes and fare rules.
- Experience using CRM systems or case management platforms.
- Customer service or contact centre certification (such as COPC or Customer Excellence) is preferred.
The following qualifications are considered advantageous:
- Diploma or Degree in Business, Aviation, Hospitality, Tourism, or a related field.
- IATA qualification or airline industry training.
- Certification in negotiation, conflict resolution, or emotional intelligence.
- Experience in service recovery, refunds, or revenue protection.
Skills Required
Successful candidates should possess:
- Customer Complaint Resolution
- Service Recovery Management
- Airline Customer Service
- CRM Systems
- Case Management
- Contact Centre Operations
- Communication Skills
- Negotiation and Conflict Resolution
- Problem Solving
- Time Management
- Attention to Detail
- Data Entry and Documentation
- Multitasking
- Team Collaboration
- Customer Experience Management
Benefits
The official job description does not specify the complete benefits package. However, candidates may have the opportunity to enjoy:
- Career development within Etihad Airways.
- Experience in an international aviation environment.
- Exposure to advanced customer service and airline operations.
- Professional training and continuous learning opportunities.
- Collaborative multicultural workplace.
Employment benefits and compensation will be communicated during the official recruitment process.
Work Environment
This role operates within a 24/7 airline operations environment where customer satisfaction, operational efficiency, and service quality are priorities. The Service Recovery Agent works closely with multiple departments to resolve customer issues while maintaining compliance with company policies and regulatory standards.
The position requires the ability to work under pressure, manage multiple cases simultaneously, and communicate effectively with both customers and internal stakeholders.
How to Apply
Interested candidates should prepare an updated ATS-friendly CV highlighting their experience in airline customer service, complaints handling, CRM systems, contact centre operations, service recovery, customer experience, and dispute resolution.
Applications can be submitted through the official Etihad Airways careers portal:
Ensure your CV clearly demonstrates relevant experience, certifications, customer service achievements, and airline industry knowledge before submitting your application.
Conclusion
The Etihad Airways Service Recovery Agent position offers an excellent opportunity for experienced customer service professionals seeking a career in the aviation industry. With responsibilities spanning customer escalations, service recovery, complaint resolution, CRM management, and cross-functional coordination, the role is well suited to individuals who excel in communication, problem-solving, and customer care.
If you have the required experience and are looking to build your career with one of the UAE’s leading airlines, consider applying through the official Etihad Airways recruitment portal.
