Service Recovery Agent

Abu DhabiOn-site2–5 yrsFull-time

Responsibilities

The Service Recovery Agent manages customer escalations and service recovery cases from receipt to resolution within a 24/7 operational desk. This includes coordinating with internal departments, processing compensation, and maintaining accurate CRM documentation to ensure SLA compliance.

Requirements

Candidates must have at least 2 years of experience in airline customer service or contact center operations and a high school diploma. A certification in customer excellence and experience with CRM tools are essential, while a degree in aviation or hospitality is preferred.

Key skills

Escalation HandlingCase ManagementCustomer ServiceConflict ResolutionCRM SystemsService RecoveryStakeholder CoordinationSLA ManagementNegotiationData EntryAirline Passenger ServiceProfessional Communication

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