Service Recovery Supervisor

The Service Recovery Agent is responsible for handling customer escalations, managing service recovery cases, and performing critical back‑office activities within the 24/7 Service Recovery Desk. This role serves as the primary operational point of contact for escalated customer matters, taking ownership of cases from initial receipt through to final resolution and closure.

The Agent acts as the operational owner of assigned cases, coordinating with internal departments to achieve timely and effective outcomes, maintaining accurate records of all customer interactions, and ensuring compliance with service level agreements, company policies, and customer experience standards.

Decision Making Authority

• Approve service recovery actions within authorised limits as defined by the company compensation and service recovery policy framework.
• Authorise escalations to senior management for cases exceeding delegated authority or requiring strategic ...