Client Complaint & Quality Manager

RTC1 Recruitment Services; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A travel company in Dubai seeks a Client Complaint & Quality Manager to effectively manage client complaints and ensure service excellence. The perfect candidate will have over 3 years of experience in the UAE travel industry, strong knowledge of regulatory standards, and proficiency in ERP systems. The position offers a full-time contract with a salary of up to 12K AED, based in Dubai.

Qualifications

• Open to Arabic nationalities, 35 to 45 years old.
• At least 3 years UAE experience in the same role within travel and tourism.

Responsibilities

• Manage end-to-end client complaints ensuring timely resolution.
• Develop and enforce SOPs for client-facing processes.
• Analyze feedback to enhance customer experience.

Skills

Proficient in ERP systems

Strong knowledge of UAE labor laws

Excellent complaint resolution skills

Experience with MS Office

Education

Bachelor's degree in Hospitality, Travel & Tourism, Business Administration or relevant field

Tools

Ticketing systems

Reporting tools

Job description

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.

Skills

Position Details

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.

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