About the role
Synopsis
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.
Accountabilities
Escalation Handling & Case Ownership
Receive and handle customer escalations from multiple channels including voice, email, chat, and internal referrals.
Take full ownership of assigned cases from receipt through to closure, ensuring no case is abandoned or overlooked.
Assess each escalation to determine priority, required actions, and appropriate resolution pathway.
Apply the escalation matrix correctly, routing cases to the appropriate level or department when beyond personal authority.
Service Recovery Execution
Manage service recovery activities within approved authority levels, ensuring commercial decisions are justified and documented.
Determine appropriate recovery actions based on case merit, customer history, and policy guidelines.
Process compensation, goodwill gestures, and recovery offers in accordance with delegated authorities.
Negotiate and communicate recovery outcomes to customers with professionalism, empathy, and clarity.
Back-Office Operations
Perform critical back-office activities assigned to the Service Recovery Desk, including case documentation, data entry, and administrative processing.
Update and maintain the CRM system accurately with all customer interactions, actions taken, and resolution details.
Process refunds, travel vouchers, and other recovery instruments in line with approved procedures.
Maintain high-quality documentation standards to ensure audit readiness and knowledge transfer.
Stakeholder Coordination
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