Are you searching for airline customer service jobs in the UAE? Etihad Airways Careers 2026 is hiring a Service Recovery Agent in Abu Dhabi. This is an excellent opportunity for experienced customer service professionals who are passionate about delivering exceptional passenger experiences and resolving customer concerns efficiently.

As a Service Recovery Agent, you will manage customer complaints, handle escalations, coordinate with internal departments, and ensure every passenger receives timely and professional support. If you have strong communication skills, problem-solving abilities, and previous airline or contact centre experience, this role offers an exciting career with one of the world's leading airlines.

About Etihad Airways

Etihad Airways is the national airline of the United Arab Emirates and is headquartered in Abu Dhabi. Known for its premium service, global network, and innovation, Etihad serves millions of passengers every year. The airline provides employees with a multicultural workplace, career development opportunities, and the chance to work in one of the fastest-growing aviation industries.

Job Details

Job Overview

The Service Recovery Agent is responsible for managing customer complaints and service recovery cases across multiple communication channels. The successful candidate will investigate customer concerns, recommend suitable resolutions, process compensation where required, and work closely with operational teams to deliver outstanding customer service.

The role requires excellent interpersonal skills, attention to detail, and the ability to make customer-focused decisions while following company policies and procedures.

Key Responsibilities

• Handle customer complaints received via phone, email, live chat, and internal referrals.
• Take ownership of service recovery cases until they are fully resolved.
• Investigate customer issues and recommend appropriate recovery solutions.
• Process approved refunds, travel vouchers, and compensation requests.
• Maintain accurate customer records using CRM and case management systems.
• Coordinate with airport operations, guest relations, revenue, and other internal departments.
• Meet service level agreements (SLAs) by providing timely updates and callbacks.
• Communicate professionally and empathetically with passengers.
• Ensure compliance with airline policies and operational procedures.
• Support customers during irregular flight operations and service disruptions.

Eligibility Criteria

Applicants should meet the following requirements:

• High School Diploma or equivalent qualification.
• At least two years of experience in airline customer service, contact centre operations, or a similar customer-facing role.
• Previous experience handling customer complaints and escalations.
• Good understanding of airline passenger services and fare regulations.
• Experience using CRM software and customer case management systems.

Preferred Qualifications

Candidates with the following qualifications will have an added advantage:

• Diploma or Bachelor's Degree in Aviation, Hospitality, Tourism, Business, or a related field.
• Customer Service or Contact Centre certification.
• IATA certification or airline-specific training.
• Training in negotiation, conflict resolution, or emotional intelligence.

Required Skills

Successful candidates should possess:

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication abilities.
• Effective complaint handling and conflict resolution skills.
• Good decision-making and negotiation capabilities.
• Knowledge of CRM applications and case management tools.
• Strong organisational and multitasking skills.
• High attention to detail and accuracy.
• Ability to perform well under pressure.
• Teamwork and cross-functional coordination skills.

Employee Benefits

Etihad Airways offers a competitive benefits package that may include:

• Attractive tax-free salary.
• Comprehensive medical insurance.
• Annual paid leave.
• Travel privileges and discounted airline tickets.
• Professional learning and career development programmes.
• International and multicultural work environment.
• Long-term career growth opportunities.

Benefits may vary depending on company policy and employment terms.

Work Environment

The Service Recovery Agent works in a fast-paced, customer-focused operational environment that operates 24 hours a day. Employees collaborate with multiple departments to ensure passengers receive prompt assistance and effective solutions. The role is ideal for professionals who thrive under pressure and enjoy delivering exceptional customer experiences.

How to Apply

Interested applicants should prepare an updated CV highlighting their customer service experience, relevant qualifications, and professional achievements.

Application Process

1. Update your CV with your latest experience and qualifications.
2. Carefully review the job requirements.
3. Submit your application through the official Etihad Airways Careers portal.
4. Wait for the recruitment team to contact shortlisted candidates.

Important Notice

ദയവായി ശ്രദ്ധിക്കുക: ജോലി അപേക്ഷിക്കുമ്പോൾ ATS-friendly CV അപ്ലോഡ് ചെയ്യുന്നതാണ് നല്ലത്. ATS-ഓപ്റ്റിമൈസ്ഡ് CV ഉപയോഗിക്കുന്നത് ഷോർട്ട്‌ലിസ്റ്റ് ചെയ്യപ്പെടാനുള്ള സാധ്യത വർധിപ്പിക്കും.

ATS Professional CV തയ്യാറാക്കാൻ സഹായം ആവശ്യമുണ്ടെങ്കിൽ WhatsApp വഴി ബന്ധപ്പെടാം:

📱 +91 8431560964 (WhatsApp)

Conclusion

Etihad Airways Service Recovery Agent Jobs in Abu Dhabi 2026 offer an excellent opportunity for customer service professionals looking to build a successful career in the aviation industry. If you have experience handling customer complaints, enjoy solving problems, and are committed to delivering outstanding passenger service, this position could be the ideal next step in your career. Apply online today and become part of one of the UAE's most respected airlines.