Service Recovery Agent

Abu DhabiOn-site2–5 yrsFull-time

Responsibilities

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

Requirements

Requires a minimum of 2 years of experience in airline customer service or contact center operations with a high school diploma. Preferred qualifications include a degree in Aviation or Hospitality and certifications in conflict resolution or IATA.

Key skills

Escalation HandlingCase ManagementCustomer ServiceConflict ResolutionCRM SystemsService RecoveryStakeholder CoordinationNegotiationData EntrySLA ManagementComplaint ResolutionProfessional Communication

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