Etihad Airways Service Recovery Agent Jobs in Abu Dhabi 2026 | Apply Online
If you are looking for airline customer service jobs in Abu Dhabi, Etihad Airways Careers 2026 offers an excellent opportunity to join one of the UAE's leading airlines as a Service Recovery Agent. This full-time position is ideal for professionals with experience in customer service, complaint resolution, and contact centre operations. The role focuses on resolving customer escalations, coordinating with internal departments, and ensuring passengers receive timely and professional service recovery solutions.
Working with Etihad Airways provides the opportunity to build a rewarding career in a dynamic aviation environment while contributing to world-class customer service.
About Etihad Airways
Etihad Airways is the national airline of the United Arab Emirates, headquartered in Abu Dhabi. The airline serves destinations across the globe and is recognized for its commitment to innovation, premium service, and operational excellence. Employees benefit from working in a multicultural environment with access to professional development and long-term career opportunities.
Job Details
Job SpecificationDetailsCompany NameEtihad AirwaysJob TitleService Recovery AgentLocationAbu Dhabi, United Arab EmiratesEmployment TypeFull-TimeDepartmentOperations & Guest ExperienceExperienceMinimum 2 YearsEducationHigh School Diploma or EquivalentIndustryAviation
About the Role
The Service Recovery Agent is responsible for managing customer escalations and service recovery cases while ensuring timely and effective resolutions. The role includes handling complaints received through multiple communication channels, coordinating with internal teams, processing refunds or compensation where applicable, and maintaining accurate case records.
This position requires strong communication skills, problem-solving abilities, and the confidence to make customer-focused decisions within company guidelines.
Key Responsibilities
The selected candidate will be responsible for:
Handle customer escalations through phone, email, chat, and internal referrals.
Take ownership of assigned service recovery cases until resolution.
Assess customer complaints and determine appropriate recovery actions.
Process refunds, travel vouchers, and approved compensation.
Maintain accurate CRM records and case documentation.
Coordinate with airport operations, guest relations, revenue, and other departments.
Deliver callbacks within agreed service level agreements.
Communicate professionally and empathetically with customers.
Ensure compliance with company policies and operational procedures.
Support irregular operations and critical service situations when required.
Required Qualifications
Applicants should meet the following requirements:
High School Diploma or equivalent qualification.
Minimum two years of experience in airline customer service, contact centre operations, or a related customer-facing role.
Experience handling customer complaints and escalations.
Working knowledge of airline passenger services and fare rules.
Experience using CRM systems and case management tools.
Preferred qualifications include:
Diploma or Degree in Business, Aviation, Hospitality, Tourism, or a related field.
Customer Service or Contact Centre certification.
IATA qualification or airline-specific training.
Certification in negotiation, conflict resolution, or emotional intelligence.
Skills
Successful candidates should possess:
Excellent customer service skills.
Strong verbal and written communication.
Complaint handling and conflict resolution abilities.
Negotiation and decision-making skills.
CRM and case management system knowledge.
Time management and multitasking skills.
Attention to detail and accuracy.
Ability to work under pressure.
Teamwork and stakeholder coordination.
Benefits
Employees may receive benefits according to Etihad Airways policies, including:
Competitive salary package.
Tax-free income in the UAE.
Medical insurance.
Annual leave entitlement.
Travel benefits and airline discounts.
Professional training and career development.
Multicultural working environment.
Long-term career growth opportunities.
Benefits may vary depending on company policy and employment terms.
Work Environment
Etihad Airways offers a fast-paced and customer-focused work environment where employees collaborate across multiple operational departments. The Service Recovery Agent works within a 24/7 operational team, ensuring passengers receive prompt support while maintaining the airline's high customer service standards. The role requires flexibility, professionalism, and the ability to manage multiple cases simultaneously.
How to Apply
Interested candidates should prepare an updated CV highlighting their customer service experience, complaint handling skills, and relevant qualifications.
Application Steps
Update your CV with your latest qualifications and experience.
Review the job requirements carefully.
Submit your application through the official Etihad Airways careers portal.
Wait for the recruitment team to contact shortlisted candidates.
Conclusion
Etihad Airways Service Recovery Agent Jobs in Abu Dhabi provide an excellent opportunity for experienced customer service professionals seeking a career in the aviation industry. If you have experience handling customer escalations, strong communication skills, and the ability to work in a fast-paced operational environment, this role offers the opportunity to join one of the region's leading airlines. Eligible candidates are encouraged to apply through the official Etihad Airways careers portal.