Client Complaint & Quality Manager

Dubai, United Arab Emirates

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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.

Travel

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