Employment Type: Full Time
Location: Dubai, UAE
Salary: Up to AED 12,000 (all-inclusive, depending on experience & qualifications)

About the Client:
A well-established Dubai-based travel company with over 20 years of expertise in delivering exceptional holiday experiences worldwide.

Job Overview:
We are seeking a proactive Client Complaint & Quality Manager to lead the resolution of customer issues, oversee service quality, and ensure compliance with travel regulations. The role requires strong experience in complaint management, quality audits, and client satisfaction processes within the travel and tourism sector.

Key Responsibilities:

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

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

• Collect and analyze customer feedback from surveys, online reviews, and call centers to identify service gaps and implement improvements.

• Collaborate with operations, sales, and reservations teams to resolve escalated issues and prevent recurrence.

• Prepare and deliver dashboards, reports, and insights for management on customer experience trends and service quality.

Requirements:

• Open to Arabic nationals, aged 35 to 45.

• Bachelor’s degree in Hospitality, Travel & Tourism, Business Administration, or related field.

• Minimum 3 years of UAE experience in a similar role within the travel and tourism industry.

• Strong knowledge of UAE labor laws, travel regulations, airline/hotel service standards, and complaint resolution frameworks.

• Proficiency in ERP and ticketing systems, MS Office, and reporting tools.

• Excellent communication, problem-solving, and leadership skills.

Job Function: Customer Service
Industry: Travel, Hotel & Tourism

About the Company:
RTC-1 Employment Services is a licensed recruitment firm based in Dubai since 2004. We support businesses across the Middle East and Africa with their staffing needs, providing tailored recruitment solutions across various industries.