If you are looking to build a rewarding career in the aviation industry, Etihad Airways has announced an exciting opportunity for experienced customer service professionals to join its Operations & Guest Experience team as a Service Recovery Agent in Abu Dhabi, United Arab Emirates. This full-time position is designed for candidates who excel at handling customer escalations, resolving complex service issues, and delivering exceptional passenger experiences in a fast-paced airline environment.

As one of the world’s leading airlines, Etihad Airways continues to expand its global operations while maintaining its reputation for premium hospitality and outstanding customer service. The airline is seeking motivated professionals who can confidently manage customer complaints, coordinate with multiple internal departments, and ensure every service recovery case is resolved efficiently and professionally.

The Service Recovery Agent role is ideal for individuals with previous experience in airline customer service, contact centre operations, guest relations, complaint management, or other customer-facing positions. Candidates with strong communication skills, problem-solving abilities, and the confidence to make customer-focused decisions will find this opportunity particularly rewarding.

Working with Etihad Airways offers much more than a job. Employees become part of an internationally respected airline that values innovation, teamwork, continuous learning, and service excellence. Successful applicants will contribute directly to enhancing passenger satisfaction while building long-term careers within one of the Middle East’s most prestigious aviation companies.

About Etihad Airways

Founded as the national airline of the United Arab Emirates, Etihad Airways has established itself as one of the world’s most recognized aviation brands. Headquartered in Abu Dhabi, the airline connects millions of passengers every year through an extensive international route network spanning the Middle East, Europe, Asia, Africa, Australia, and North America.

Etihad is widely known for delivering premium travel experiences, combining world-class hospitality with modern aircraft, advanced technology, and operational excellence. Over the years, the airline has received numerous international awards for customer service, innovation, cabin experience, and sustainability.

As part of its ambitious Journey 2030 strategy, Etihad Airways is expanding its fleet, strengthening its global network, enhancing digital capabilities, and investing heavily in talent development. This long-term vision aims to position the airline among the world’s most admired aviation companies while creating exciting career opportunities for professionals across multiple disciplines.

Employees joining Etihad become part of a diverse workforce representing numerous nationalities and cultures. The airline encourages collaboration, professional growth, and continuous learning, providing staff with access to training programmes, leadership development initiatives, and opportunities to advance within the organization.

Job Overview

The Service Recovery Agent works within the Operations & Guest Experience Division, serving as the primary operational contact for customers whose travel experiences require immediate attention or resolution. The role combines front-line customer service responsibilities with critical back-office case management, ensuring passengers receive timely, fair, and effective support whenever service disruptions or complaints arise.

Unlike traditional customer service roles that focus primarily on answering enquiries, this position requires complete ownership of customer cases from initial contact through to final resolution. The successful candidate will investigate each issue, determine the most appropriate recovery solution, coordinate with internal departments, communicate clearly with passengers, and ensure every case is resolved in accordance with Etihad Airways’ service standards.

This role operates within the airline’s 24/7 Service Recovery Desk, meaning flexibility to work rotating shifts, weekends, and public holidays may be required to support continuous airline operations.

Position Details

Job InformationDetails
Company	Etihad Airways
Job Title	Service Recovery Agent
Location	Abu Dhabi, United Arab Emirates
Employment Type	Full-Time
Department	Operations & Guest Experience
Industry	Aviation
Experience Required	Minimum 2 Years
Education	High School Diploma or Equivalent

About the Role

Customer expectations within the aviation industry continue to rise, making service recovery an essential part of delivering exceptional passenger experiences. Delays, cancellations, baggage issues, missed connections, booking concerns, and operational disruptions can significantly affect a passenger’s journey. When these situations occur, the Service Recovery Agent becomes responsible for restoring customer confidence through timely, empathetic, and professional support.

Every customer interaction is treated as an opportunity to strengthen the airline’s relationship with its passengers. The Service Recovery Agent carefully evaluates each complaint, identifies the root cause, determines the appropriate resolution, and communicates clearly with customers throughout the process.

The position requires sound judgment, emotional intelligence, and the ability to balance customer satisfaction with company policies. Whether arranging refunds, issuing travel vouchers, coordinating compensation, or working with operational departments to resolve complex cases, the Service Recovery Agent plays a crucial role in protecting Etihad Airways’ reputation for service excellence.

A Key Role in Passenger Experience

Service recovery has become one of the most important aspects of modern airline operations. While every airline aims to provide seamless travel experiences, unexpected operational challenges can occasionally occur. The way an airline responds to these situations often has a lasting impact on customer loyalty.

Etihad Airways therefore seeks professionals who can remain calm under pressure, communicate with empathy, and make informed decisions that deliver positive outcomes for both passengers and the airline. Service Recovery Agents are trusted to manage sensitive situations with professionalism while ensuring all actions comply with company policies, service level agreements, and regulatory requirements.

By joining this team, successful candidates will become an essential part of Etihad Airways’ commitment to delivering exceptional customer experiences at every stage of the passenger journey.

Key Responsibilities of the Service Recovery Agent

The Service Recovery Agent plays a critical role in ensuring that customer concerns are resolved efficiently while maintaining Etihad Airways’ commitment to delivering exceptional passenger experiences. Working within the 24/7 Service Recovery Desk, the successful candidate will manage customer escalations from the moment they are received until each case is fully resolved.

Unlike traditional customer service roles that primarily respond to enquiries, this position requires complete ownership of complex service recovery cases. The role combines customer communication, administrative responsibilities, coordination with multiple operational departments, and sound decision-making to achieve timely and effective resolutions.

Successful candidates must demonstrate excellent organisational skills, attention to detail, and the ability to remain calm under pressure while managing multiple customer cases simultaneously.

Escalation Handling and Case Ownership

One of the primary responsibilities of the Service Recovery Agent is handling customer escalations received through various communication channels. These may include telephone calls, emails, live chat, social media referrals, or internal operational departments.

Every assigned case must be managed from initial receipt until final closure. This means taking full responsibility for investigating the issue, identifying the root cause, coordinating with relevant teams, and ensuring that no customer concern is left unresolved.

The Service Recovery Agent is expected to:

• Receive customer escalations from multiple communication channels.
• Review and assess each complaint carefully.
• Determine the urgency and priority of every case.
• Identify the most appropriate resolution pathway.
• Take complete ownership of assigned cases until they are successfully closed.
• Escalate complex matters to supervisors when they exceed delegated authority.
• Ensure that all customer commitments are fulfilled within agreed timelines.

Strong case ownership is essential because customers expect consistent communication throughout the resolution process. Keeping passengers informed and following up on outstanding actions helps build trust while enhancing the airline’s reputation for excellent customer service.

Service Recovery Execution

Resolving customer complaints involves much more than simply apologising for disruptions. Service Recovery Agents are responsible for identifying fair and appropriate recovery solutions that align with Etihad Airways’ customer service policies and commercial guidelines.

Each complaint must be evaluated individually by considering several factors, including:

• The nature of the disruption.
• Customer travel history.
• Company policies.
• Operational circumstances.
• Commercial impact.
• Customer expectations.

Depending on the situation, Service Recovery Agents may approve or recommend:

• Refunds.
• Travel vouchers.
• Goodwill gestures.
• Alternative travel arrangements.
• Compensation within approved authority levels.
• Other customer recovery solutions permitted under company policies.

Every decision must be carefully documented and fully justified to ensure transparency and compliance with internal procedures.

Back-Office Operations

In addition to direct customer communication, the role includes several important administrative and back-office responsibilities.

The Service Recovery Agent is responsible for maintaining complete and accurate records of every customer interaction. Proper documentation ensures continuity of service, supports operational reporting, and maintains compliance with company quality standards.

Typical back-office duties include:

• Updating customer information within CRM systems.
• Recording all customer communications.
• Processing approved refunds.
• Issuing travel vouchers.
• Managing compensation documentation.
• Completing administrative case records.
• Maintaining audit-ready documentation.
• Supporting internal reporting requirements.
• Ensuring accurate data entry across case management platforms.

Accuracy is particularly important because customer records may later be reviewed during audits, operational investigations, or quality assurance processes.

Stakeholder Coordination

Service recovery often requires cooperation between multiple departments. As a result, the Service Recovery Agent works closely with numerous operational teams across the airline.

Internal stakeholders may include:

• Contact Centre Operations.
• Guest Relations.
• Airport Operations.
• Commercial Department.
• Revenue Management.
• Refund Processing Teams.
• Flight Editing Teams.
• Digital Services.
• Customer Experience Teams.

Effective collaboration ensures that customer concerns are resolved quickly without unnecessary delays.

The Service Recovery Agent is expected to monitor pending actions, follow up with internal departments, and ensure service level agreements (SLAs) are consistently achieved.

During shift changes, detailed case handovers are also essential to ensure uninterrupted customer support.

Callback and SLA Management

Meeting customer commitments is another key aspect of the role.

Passengers expect regular updates regarding the progress of their complaints. The Service Recovery Agent therefore manages a personal callback schedule to ensure every customer receives timely communication.

Responsibilities include:

• Returning customer calls within agreed service levels.
• Managing callback priorities.
• Rescheduling callbacks when necessary.
• Providing accurate progress updates.
• Setting realistic expectations.
• Following through on all customer commitments.
• Maintaining high customer satisfaction standards.

Excellent time management skills are essential for balancing multiple cases while ensuring no customer enquiry is overlooked.

Compliance and Quality Standards

Every customer interaction must comply with Etihad Airways’ operational procedures, customer experience guidelines, and applicable regulatory requirements.

The Service Recovery Agent is responsible for protecting customer information while maintaining confidentiality at every stage of the case management process.

Key compliance responsibilities include:

• Following company service recovery procedures.
• Protecting confidential customer information.
• Maintaining data privacy standards.
• Complying with airline operational policies.
• Supporting quality assurance initiatives.
• Participating in irregular operations when required.
• Adapting to changing operational priorities during disruptions.

Professionalism, integrity, and accountability are expected in every customer interaction.

Decision-Making Responsibilities

One of the unique aspects of this position is the level of independent decision-making involved.

Within approved authority limits, Service Recovery Agents are trusted to make real-time decisions that directly affect customer satisfaction.

Typical decision-making responsibilities include:

• Determining case priority.
• Selecting appropriate recovery solutions.
• Approving compensation within delegated authority.
• Choosing communication strategies.
• Escalating exceptional cases when necessary.
• Managing workload based on urgency and customer impact.

The ability to make fair, balanced, and customer-focused decisions is a valuable skill for success in this role.

Required Experience

Etihad Airways is seeking professionals with relevant customer service experience, particularly within the aviation industry or other customer-focused environments.

Applicants should possess:

• A minimum of two years of experience in airline customer service, contact centre operations, or a similar customer-facing role.
• Experience handling customer complaints, escalations, or dispute resolution.
• Working knowledge of airline passenger service procedures and fare rules.
• Experience using CRM systems, contact centre platforms, or case management software.

Candidates with previous experience in dedicated service recovery teams, complaints management, or back-office airline operations will have an added advantage.

Additional experience in multilingual customer support, revenue protection, or 24/7 shift-based operational environments may further strengthen an application.

Educational Qualifications

To be considered for this role, applicants should possess at least a High School Diploma or an equivalent secondary education qualification.

Etihad Airways also values candidates who hold professional certifications related to customer service or contact centre operations, such as:

• Customer Excellence Certification.
• COPC Certification.
• Contact Centre Operations Certification.

Additional qualifications that may enhance an application include:

• Diploma or Bachelor’s Degree in Business.
• Aviation Management.
• Hospitality Management.
• Tourism Management.
• Airline Industry Studies.
• IATA certification.
• Training in conflict resolution.
• Negotiation skills certification.
• Emotional intelligence programmes.

Relevant academic qualifications, combined with practical customer service experience, can significantly improve a candidate’s competitiveness during the recruitment process.

Essential Skills for Success

Working as a Service Recovery Agent at Etihad Airways requires a combination of technical knowledge, communication expertise, and strong interpersonal skills. Since the role involves resolving customer complaints and coordinating with multiple departments, successful candidates must be capable of making informed decisions while maintaining a calm and professional approach.

The airline is looking for individuals who can build trust with customers, demonstrate empathy during difficult situations, and deliver solutions that align with company policies and customer experience standards.

Some of the most important skills for this role include:

• Excellent customer service and relationship management.
• Strong verbal and written communication skills.
• Complaint handling and conflict resolution.
• Negotiation and decision-making abilities.
• Active listening and empathy.
• Problem-solving and analytical thinking.
• Knowledge of CRM and case management systems.
• Time management and organisational skills.
• Ability to prioritise multiple cases effectively.
• High attention to detail and accuracy.
• Professional telephone and email communication.
• Team collaboration and stakeholder management.
• Ability to work under pressure in a fast-paced operational environment.
• Adaptability to changing priorities and operational demands.

Candidates with multilingual communication skills may have an additional advantage, particularly when supporting Etihad Airways’ diverse international customer base.

Work Environment

The Service Recovery Agent will become part of Etihad Airways’ Operations & Guest Experience Division, a department dedicated to ensuring that passengers receive timely assistance and high-quality customer support whenever service disruptions occur.

The position operates within a 24/7 Service Recovery Desk, meaning employees may work rotating shifts, weekends, public holidays, and overnight schedules depending on operational requirements.

Although the work can be demanding, it is also highly rewarding. Employees collaborate with professionals from various departments, including airport operations, guest relations, commercial teams, digital services, contact centre operations, and revenue management.

The environment encourages teamwork, continuous improvement, accountability, and customer-focused decision-making while maintaining the airline’s globally recognised service standards.

Employee Benefits

Etihad Airways offers a competitive employment package designed to attract and retain talented professionals from around the world. While individual benefits may vary depending on company policies and employment terms, employees may be eligible for a range of attractive benefits.

These can include:

• Competitive salary package.
• Tax-free income in the United Arab Emirates.
• Medical insurance coverage.
• Annual paid leave.
• Travel benefits on Etihad Airways services.
• Airline discounts for eligible employees.
• Professional development programmes.
• Internal training and certification opportunities.
• Multicultural working environment.
• Long-term career progression opportunities.
• Employee wellness initiatives.
• Access to learning and development resources.

Working for a globally recognised airline also provides valuable international exposure and the opportunity to build experience within one of the world’s most competitive aviation industries.

Career Growth at Etihad Airways

Etihad Airways continues to invest in employee development as part of its long-term Journey 2030 strategy. The airline aims to expand its fleet, strengthen its international network, and develop a highly skilled workforce capable of supporting future growth.

Employees who demonstrate strong performance, leadership potential, and commitment to customer service may have opportunities to progress into senior customer experience, guest relations, contact centre leadership, airport operations, or management roles.

The airline encourages continuous learning through internal development programmes, technical training, leadership initiatives, and cross-functional career opportunities.

For professionals seeking long-term employment in aviation, the Service Recovery Agent position can serve as an excellent foundation for future career advancement.

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How to Apply

Candidates interested in joining Etihad Airways should prepare a professional application that clearly highlights their customer service experience, technical knowledge, and communication skills.

Before submitting an application, applicants are encouraged to:

• Update their CV with recent employment history.
• Include relevant customer service achievements.
• Highlight complaint handling and case management experience.
• Mention CRM system knowledge and airline industry experience.
• List professional certifications and educational qualifications.
• Carefully review the eligibility requirements before applying.

Applications should be submitted through the official Etihad Airways Careers portal. Only shortlisted candidates will typically be contacted for the next stages of the recruitment process, which may include interviews, assessments, and document verification.

Recruitment Fraud Alert

Etihad Airways has advised job seekers to remain alert to fraudulent recruitment activities carried out by individuals or organisations falsely claiming to represent the airline.

Applicants should remember that:

• Etihad Airways does not request payment at any stage of the recruitment process.
• The airline will never ask candidates to provide bank account details or make financial transfers in exchange for employment.
• Interviews are conducted through official channels, either in person or via authorised video or telephone interviews.
• Any request for money or personal financial information should be treated as fraudulent and reported appropriately.

Candidates are encouraged to apply only through the official Etihad Airways Careers website to ensure the authenticity of job opportunities and recruitment communications.

Why This Opportunity Stands Out

The Service Recovery Agent position offers more than a traditional customer service role. It provides the opportunity to work at the heart of airline operations, where every decision directly contributes to passenger satisfaction and the overall travel experience.

Employees gain exposure to complex operational processes, collaborate with multiple departments, and develop valuable expertise in service recovery, conflict resolution, and customer experience management. These skills are highly transferable across the global aviation, hospitality, and travel industries.

For professionals who enjoy solving problems, communicating with people, and making a meaningful impact on customer experiences, this role represents an excellent opportunity to build a successful career with one of the Middle East’s leading airlines.

Conclusion

Etihad Airways’ latest recruitment for the Service Recovery Agent position presents an exciting opportunity for experienced customer service professionals seeking to advance their careers in the aviation sector. Based in Abu Dhabi, this full-time role combines customer interaction, operational coordination, and service recovery responsibilities within a fast-paced, multicultural environment.

The airline is seeking candidates with at least two years of relevant experience, excellent communication skills, and the ability to manage customer escalations with professionalism and empathy. In return, successful applicants will have the opportunity to work for a globally recognised airline that values innovation, employee development, and exceptional customer service.

Whether you have previous experience in airline operations, contact centre management, guest relations, or complaint resolution, this position offers a rewarding pathway into one of the UAE’s most respected aviation organisations. Eligible candidates are encouraged to review the requirements carefully and submit their applications through the official Etihad Airways Careers portal.

Frequently Asked Questions (FAQ)

Where is the Service Recovery Agent position based?

The role is based in Abu Dhabi, United Arab Emirates, within the Operations & Guest Experience Division.

Is this a full-time position?

Yes. The vacancy is for a full-time role operating within a 24/7 shift-based environment.

What experience is required?

Applicants should have a minimum of two years’ experience in airline customer service, contact centre operations, complaint handling, or another customer-facing role.

What is the minimum educational qualification?

Candidates must possess a High School Diploma or an equivalent secondary education qualification. Additional certifications or degrees in aviation, hospitality, tourism, or business are advantageous.

Are airline industry certifications beneficial?

Yes. Qualifications such as IATA certification, customer service training, contact centre certifications, or conflict resolution programmes can strengthen an application.

How should candidates apply?

Applications should be submitted through the official Etihad Airways Careers portal, where applicants can upload their CV and supporting documents for consideration.

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APPLY HERE FOR MORE JOBS

Join our Whats app for the latest Jobupdates

Important Notice

• We only share job vacancies published by official employers or their official career portals.
• Our service is 100% free. We never charge job seekers.
• Pravasinewsdaily.com is not a recruitment agency. We do not hire, interview, or guarantee jobs.
• Please apply directly through the official employer links provided.
• Never pay anyone claiming to offer jobs on our behalf. Report any such fraud immediately.

Stay safe. Apply through official sources only.