Requirements
Requires a Bachelor's degree in Business Administration, Tourism, Hospitality, Management, or a related discipline, with a minimum of 5 years of relevant experience in Customer Experience, Travel Operations, or a related customer-facing role. At least 3 years of this experience must be in a managerial or team leadership capacity. Direct experience in the travel industry (agency, tour operator, OTA, airline, hospitality, or travel tech) is strongly preferred. Candidates must demonstrate proven ability to manage high-volume operations, complex escalations, and team performance.
Description
Job description / Role
Job Type
Full Time
Job Location
Dubai, UAE
Nationality
Arab Countries (GCC), Arab Countries (non-GCC)
Salary
13000 - 15000 AED
Gender
Not Specified
Arabic Fluency
Fluent
Job Function
Customer Service
Company Industry
Travel, Hotel & Tourism
Position Title: Customer Experience & Travel Support Manager
Employment Type: Full Time
Salary: up to 15,000 AED inclusive depending on experience and qualifications
Job Location: Dubai, UAE
About the Client:
A Dubai-based travel company with more than 20 years of experience delivering exceptional holiday experiences worldwide.
Job Description:
? Lead and manage the Customer Experience & Travel Support function, ensuring consistently high service standards throughout the post-booking and travel journey, including customer inquiries, amendments, urgent requests, and travel-related support.
? Take ownership of complex customer cases, escalations and service recovery, coordinating effectively with internal departments, suppliers, travel partners, and other stakeholders to achieve timely and customer-focused resolutions.
? Drive operational excellence and continuous improvement by monitoring service KPIs, response times, customer satisfaction, recurring service issues, workflows, resource allocation, and team performance, particularly during peak travel periods.
? Lead, coach and develop the customer-facing team by establishing clear standards of accountability, service quality and performance, while using CRM systems, customer feedback, data and technology to improve customer experience, retention and operational efficiency.
Requirements:
Qualifications:
? With minimum 5 years of relevant experience in Customer Experience, Travel Operations, Travel Support, Guest Relations or a related customer-facing function, including at least 3 years in a managerial/team leadership capacity.
? Strong preference for candidates with direct experience within a reputable travel agency, tour operator, DMC, OTA, airline, hospitality group or travel technology company, with a solid understanding of international travel and the post-booking customer journey.
? Proven ability to lead high-volume customer operations and manage complex escalations, service recovery, difficult customer situations, team performance, workforce priorities and cross-functional stakeholder coordination.
? Bachelor's degree in Business Administration, Tourism, Hospitality, Management, Operations or a related discipline, with strong exposure to CRM/customer-service systems and performance metrics; professional training or certifications in Customer Experience, COPC, Lean Six Sigma, Operational Excellence, Leadership or Project Management will be a strong advantage.
How to Apply:
Send your CV in word format to: CUSTOMERSERVICEJOBS2020 AT GMAIL DOT COM and use “Customer Experience & Travel Support Manager” as email subject
Salary:
AED
13,000 to 15,000
per month inclusive of fixed allowances.
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.
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