Job Description

The Role

:

? 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.



Requirements

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



About the company

RTC-1 Employment Services is a licensed recruitment firm based in Dubai, UAE. Our team has been in the market since 2004 and we are supporting various industries with their staffing needs across the Middle East and Africa.