Service Recovery Agent
Etihad Airways · UAE
Сколько платят на такой роли
В объявлении зарплата не указана — точную цифру называет отель на собеседовании.
Что даёт работодатель
“Could you confirm what the package includes: accommodation, meals, medical insurance, and an annual flight ticket home?”
По-русски: что входит в пакет — жильё, питание, страховка, билет домой.
Где будешь жить
Про жильё в объявлении ни слова.
“Where do staff in my position currently live? How many people share a room, and what is the Wi-Fi like in the staff area?”
“Is the staff accommodation on the resort island or on a nearby local island?”
Что это значит по-русски: где живут люди на вашей позиции, сколько человек в комнате, какой интернет, и на этом ли острове жильё.
Что делать · Требования
Оригинал объявления, перевода пока нет.
Что делать
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. Acting as the primary operational point of contact for escalated matters, the agent takes ownership of cases from initial receipt through to final resolution and closure. The role coordinates with internal departments to achieve timely outcomes, maintains accurate records, and ensures compliance with SLAs, company policies, and customer experience standards. Key accountabilities: Escalation handling & case ownership: Receive and manage escalations across voice, email, chat, and internal referrals. Take full ownership of assigned cases, assess priority, apply the escalation matrix, and ensure closure without abandonment. Service recovery execution: Manage recovery activities within authority levels, determine appropriate actions, process compensation or goodwill gestures, and communicate outcomes with professionalism and empathy. Back-office operations: Perform case documentation, data entry, and administrative processing. Maintain CRM accuracy, process refunds and vouchers, and uphold audit-ready documentation standards. Stakeholder coordination: Collaborate with contact centre operations, guest relations, commercial, airport operations, revenue, refunds, flight editing, and digital teams to resolve cases. Ensure timely follow-ups and provide clear handovers at shift change. Callback & SLA management: Deliver callbacks within agreed SLAs, manage personal queues effectively, and proactively update customers on case progress with clear expectations. Compliance & quality: Adhere to operational procedures, policies, and regulatory requirements. Maintain confidentiality, data protection standards, and support irregular operations as directed. Decision-making authority: Approve recovery actions within delegated limits, prioritize workload based on urgency and impact, select appropriate communication strategies, and escalate cases beyond authority to the supervisor.
Кто работодатель
В объявлении работодатель не назван по имени курорта.
Этот работодатель ещё не связан с курортом в нашем справочнике, поэтому страницы острова здесь нет. Связь достраивается по названию острова — придумывать курорт мы не будем.