Service Recovery Lead: 24/7 Escalations & Operations

Etihad Airways is seeking a Service Recovery Agent to lead and coordinate the 24/7 Service Recovery Desk. You will own escalated cases from receipt to resolution, ensuring timely, compliant outcomes and accurate records.

You will collaborate with Contact Centre Operations, Guest Relations, and other teams, driving service improvements, monitoring SLAs, and maintaining quality across all customer interactions in a high-demand environment.