Client Complaint And Quality Manager

RTC-1 Employment Services; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading travel company in Dubai is looking for a Client Complaint & Quality Manager. You will manage client complaints, develop SOPs, and enhance customer experience using data analytics. Ideal candidates have a degree in hospitality or business, at least 3 years of experience in the travel industry, and proficiency in ERP systems. The role offers a full-time position with a salary of up to 12K AED depending on qualifications.

Qualifications

• Open to Arabic nationalities, 35 to 45 years old.
• At least 3 years UAE experience in the same role.
• Strong knowledge of UAE labor laws and travel regulations.

Responsibilities

• Manage end-to-end client complaints ensuring timely resolution.
• Develop and enforce SOPs and conduct audits.
• Collect and analyze feedback to enhance customer experience.

Skills

Client complaint resolution

SOP development

Data analysis

ERP proficiency

MS Office skills

Education

Bachelor’s degree in Hospitality, Travel & Tourism, Business Administration

Tools

ERP systems

Ticketing systems

Reporting tools

Job description

Position Title: Client Complaint & Quality Manager

Employment Type: Full Time

Salary: up to 12K AED all-inclusive depending on experience and qualifications

Job Location: Dubai, UAE

About the Client

A Dubai-based travel company with 20+ years of experience delivering exceptional holiday experiences worldwide.

Job Description

• Manage end-to-end client complaints (bookings, cancellations, refunds, travel services) using ERP, ensuring timely resolution and root cause analysis.


• Develop and enforce SOPs for all client-facing processes, conduct audits, and monitor KPIs to maintain service excellence and regulatory compliance.


• Collect and analyze feedback from surveys, online reviews, and call centers; identify trends and implement process improvements to enhance customer experience.


• Work with operations, sales, and reservations teams to resolve issues, prevent recurring problems, and provide management with actionable dashboards and reports.

Qualifications

• Open to Arabic nationalities, 35 to 45 years old


• Bachelor’s degree in Hospitality, Travel & Tourism, Business Administration or in any relevant field


• At least 3 years UAE experience in the same role from travel and tourism industry with strong knowledge of UAE labor laws, travel regulations, airline/hotel service standards, and complaint resolution frameworks


• Must be proficient in ERP and ticketing systems, MS Office, and reporting tools