Client Complaint & Quality Manager

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