The Etihad Service Recovery Agent Job in Abu Dhabi is a full-time customer service position with Etihad Airways. You will manage escalated customer cases from initial receipt through resolution, including recovery actions, documentation and coordination with internal airline teams.
This position suits someone with high school education and at least two years of relevant customer-facing experience. Availability for a 24/7 shift-based operation is desirable, and applications go through the employer’s official careers website.
Day-To-Day Case Work
Your work covers customer escalations received through voice, email, chat and internal referrals. Each case must be assessed so that the appropriate resolution pathway can be selected.
- Manage assigned cases from receipt through closure.
- Arrange service recovery actions, compensation and goodwill gestures within your authority.
- Record customer interactions and resolution details in the CRM system.
- Process refunds, travel vouchers and other recovery instruments.
- Work with internal departments to resolve customer cases.
- Deliver callbacks within agreed service-level timeframes.
Qualifications And Operational Requirements
A customer service or contact centre operations certification is required. Other qualifications and certifications are considered desirable.
- Experience handling customer complaints, escalations or dispute resolution.
- Working knowledge of airline passenger service processes, fare rules and basic commercial policies.
- Experience with CRM systems, case management tools or contact centre platforms.
- Ability to follow operational procedures, company policies and regulatory requirements.
- Ability to protect confidential information and meet data protection standards.
Skills For Service Recovery Work
Etihad Airways is looking for skills that support clear decisions and controlled case handling. Communication is important because the work involves customers as well as internal departments.
- Customer escalation handling, service recovery and complaint resolution.
- Negotiation, communication and conflict resolution.
- CRM, case management and back-office processing.
- Callback management and service-level agreement management.
How to Apply
- Review the vacancy details and check that your education, experience and operational background match the role.
- Update your CV to clearly present relevant customer service, complaint handling and case management experience.
- Use the official application button provided by GluJob below this article to confirm the current vacancy status and requirements.
- Complete Etihad Airways’ own application process and provide the information requested by the employer.
Apply on Official Career Site
Continue securely using the employer’s official vacancy link.
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Source: Etihad Airways