Customer Relations and Tracing Manager

About the role

The Customer Relations and Tracing Manager will lead and enhance dnata Cargo’s customer relations and tracing activities, ensuring strong relationships with principals, cargo communities and customers. This role focuses on improving service quality, handling complaints, and driving continuous improvement across the division.

Key responsibilities

• Develop and execute plans for customer complaints, surveys, service recovery and improvement aligned with Cargo’s objectives.
• Enhance the Customer Call Centre to provide online support for all service queries.
• Lead quality system initiatives for complaints and surveys to foster a TQM culture.
• Ensure safety briefings, compliance with safety policies and corrective actions.
• Implement SLA changes and prepare accurate daily operation reports.
• Manage departmental objectives, staff performance, and motivation.
• Oversee cargo claim tracing, processing mishandling claims, and coordinate with senior management.
• Build and maintain relationships with principals and cargo trade to increase client satisfaction.

Required profile

• Bachelor’s degree in Commerce, Business Management or Supply Chain Management.
• 8‑10 years of experience in ground handling, cargo operations or international integrator, including at least 2 years in Customer Relationship Management.

Required skills

• Proficient knowledge of ground handling, dangerous goods acceptance, special load handling, Airline Cargo Tariff, Air Transport Rules and Regulations.
• Proficient knowledge of IATA regulations, airline policies and procedures.
• Proficient knowledge of Customer SLAs and policies (dnata, Emirates, dnata Cargo).
• Budget and cost control skills.
• Advanced IT and computer literacy.
• Advanced safety awareness skills.

What we offer

• Attractive tax‑free salary.
• Travel benefits including discounts on flights and hotel stays worldwide.
• Opportunity to work in a fast‑paced, cosmopolitan environment in Dubai.