Service Recovery Agent-UAE Nationals Only

Location: Abu Dhabi, United Arab Emirates; UAE nationals only

Company

hirify.global is the UAE’s national airline, connecting passengers across continents from its Abu Dhabi hub and expanding its fleet and network through its Journey 2030 ambition.

What you will do

• Receive and manage customer escalations from voice, email, chat, and internal referral channels through final resolution and closure.
• Assess case priority, apply escalation pathways, and execute service recovery actions within delegated authority.
• Process compensation, goodwill gestures, refunds, travel vouchers, and other recovery instruments according to approved procedures.
• Maintain accurate CRM records, case documentation, data entries, and audit-ready resolution details.
• Coordinate with Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue, Refunds, Flight Editing, and Digital teams.
• Deliver callbacks within SLA commitments, manage the callback queue, and provide clear customer updates and shift handovers.

Requirements

• UAE nationality is required.
• At least two years of experience in airline customer service, contact centre operations, or a related customer-facing role.
• Experience handling customer complaints, escalations, or dispute resolution.
• Working knowledge of airline passenger service processes, fare rules, and basic commercial policies.
• Professional experience with CRM systems, case management tools, or contact centre platforms.
• High school diploma or equivalent, plus customer service or contact centre operations certification.

Nice to have

• Experience in service recovery, complaints handling, escalations, back-office processing, refunds, or revenue protection.
• Experience in a 24/7 shift-based operational environment.
• Multilingual capabilities relevant to the airline’s route network and customer base.
• Diploma or degree in Business, Aviation, Hospitality, Tourism, or a related field.
• Training in conflict resolution, negotiation, emotional intelligence, IATA, or airline-specific operations.

Culture & Benefits

• Full-time position within the Operations & Guest Experience division.
• Work in a 24/7 Service Recovery Desk environment supporting irregular operations and critical events.
• Follow structured service-level, compliance, confidentiality, data protection, and customer experience standards.
• Participate in hirify.global’ Journey 2030 growth and global aviation expansion.