Complaint & client Management Executive-TravelTech & Mobility | Startup – Dubai

Position Title: Complaint & client Management Executive
Department: Customer Success / Operations
Reports To: Complaints Supervisor / CS Manager

Role Purpose
The Complaint Handling Executive is responsible for managing customer and client complaints end-to-end, ensuring thorough investigation, timely resolution, and clear communication with all stakeholders. The role requires strong analytical skills to identify root causes, spot trends, and support continuous service improvement while maintaining high client satisfaction.

Key Responsibilities

Complaint Management & Resolution

• Handle complaints from customers, clients, suppliers, and internal teams through email, ticketing systems, and other communication channels.
• Own complaints from receipt to closure, ensuring resolution within defined SLAs.
• Conduct detailed investigations by reviewing system data, call logs, ride history, driver/supplier feedback, and evidence provided.
• Ensure accurate documentation of findings, actions taken, and final outcomes.

Root Cause Analysis & Reporting

• Perform root cause analysis (RCA) to identify recurring issues and systemic gaps.
• Analyse complaint data to identify trends by client, city, supplier, or incident type.
• Prepare daily, weekly, and monthly reports highlighting complaint volume, resolution performance, and improvement areas.
• Support management with data-driven insights and recommendations.

Client & Stakeholder Communication

• Communicate professionally and empathetically with clients and customers throughout the complaint lifecycle.
• Provide clear updates, explanations, and closure communication to clients.
• Coordinate closely with Operations, Dispatch, Sourcing, and Finance teams to resolve issues efficiently.
• Participate in client performance review discussions when required.

Process Improvement & Quality Control

• Identify process gaps and suggest improvements to reduce complaint recurrence.
• Ensure compliance with internal SOPs, service standards, and client SLAs.
• Support audits, quality checks, and performance reviews related to complaint handling.

Key Skills & Competencies

• Strong investigation and analytical skills with attention to detail.
• Ability to perform data analysis and interpret trends.
• Excellent written and verbal communication skills.
• Strong stakeholder and client management abilities.
• High sense of ownership and accountability.
• Ability to work under pressure and manage multiple cases simultaneously.

Experience & Qualifications

• 3–5 years of experience in Customer Success, Complaints Management, or Operations Support.
• Experience handling B2B clients and escalations preferred.
• Background in travel, logistics, mobility, or service-based industries is an advantage.

Job Type: Full-time

Pay: Up to AED5,000.00 per month

Application Question(s):

• How many years of Transportation, Logistics, Supply Chain and Storage experience do you currently have?
• How would you rate your Excel skills on a scale from 1 to 10?
• Do you have experience performing Root Cause Analysis (RCA)?
• Have you prepared daily/weekly/monthly reports on complaint trends, resolution performance, or KPIs?
• Do you have experience handling B2B client complaints and escalations?
• Do you have experience handling escalated client complaints professionally and empathetically?
• Have you worked in any of the following industries? Travel/Tourism -Logistics/Transportation -Mobility (ride-hailing, car rental, fleet) -Customer Service/BPO
• What is your expected salary (AED per month)?

Education:

• Bachelor's (Required)

Experience:

• complaint or customer success: 3 years (Required)

Language:

• English (Required)

Location:

• Dubai (Required)