Senior Customer Happiness & Consumer Protection Officer

Tanqeeb; Abu Dhabi; On-site; AED 260,000 - 380,000; Full time

Job summary

Tanqeeb in Abu Dhabi seeks a dedicated professional to support the Customer Happiness & Consumer Protection Section. The role handles complaints and inquiries across channels, conducts initial case assessments, and ensures accurate documentation in DCAA systems.

You will coordinate with airlines, verify compliance, and guide customers on rights and processes. The role emphasizes routine compliance checks, data reporting, and consumer awareness, with opportunities to contribute to process

Qualifications

• Experience handling customer complaints or consumer protection cases within a regulated environment.
• Ability to apply and interpret regulatory or compliance frameworks.
• Experience conducting case reviews, investigations, and root cause analysis.

Responsibilities

• Receive and process complaints, suggestions and inquiries via all service channels and route to appropriate handler.
• Ensure cases are accurately documented in case management systems with all relevant documents.
• Perform routine checks on airline responses for compliance with customers’ rights requirements.
• Provide customers with information about their rights under aviation regulations.
• Track case resolution timelines and escalate when approaching deadlines.
• Compile case data and statistics to support performance reports and dashboards.
• Coordinate with airlines/service providers to obtain needed case information.
• Support consumer awareness activities and disseminate informational materials.
• Observe day‑to‑day processes and suggest improvements from frontline perspective.
• Perform other duties as assigned by Director and Head of Section.

Skills

Complaint handling

Customer service

Documentation

Data entry

Case management

Education

Diploma in Aviation Management, Aviation Law, Business Administration, Public Administration, Customer Experience Management, or related field

Bachelor’s Degree in Aviation Management, Aviation Law, Business Administration, Public Policy, Customer Experience, or related discipline

Master’s Degree in Aviation Law, Public Policy, Regulatory Affairs, Business Administration, or related field

Job description

Tanqeeb in Abu Dhabi seeks a dedicated professional to support the Customer Happiness & Consumer Protection Section. The role handles complaints and inquiries across channels, conducts initial case assessments, and ensures accurate documentation in DCAA systems.

You will coordinate with airlines, verify compliance, and guide customers on rights and processes. The role emphasizes routine compliance checks, data reporting, and consumer awareness, with opportunities to contribute to process