Customer Services Administration Agent at dnata MEA - International Airports

We are “Winning Ways” through our best-in-class team of dedicated, passionate, and highly trained aviation professionals. We have been awarded “Ground Handler of the Year” for eight consecutive years and are committed to our Vision of being the world’s most admired air services provider. Led from our Global Headquarters in Dubai and with international and domestic operations spanning six continents, our Mission is to deliver the promises our customers make. 

If you’re looking for a highly rewarding career in aviation services, you’re looking for dnata!

dnata is one of the world’s largest air services providers. Established in 1959, the company ensures the aviation industry operates smoothly and efficiently in 129 airports. Offering ground handling, cargo, travel, and flight catering services in 35 countries across six continents, dnata is a trusted partner for over 300 airline customers around the world. Each day, the company handles over 1,900 flights, moves over 8,500 tons of cargo, books over 16,000 hotel stays, and uplifts over 320,000 meals.

dnata Zanzibar are looking for enthusiastic, dedicated and qualified team member to join our Customer Services Team.

***Please note, this opportunity is open to Tanzanian Nationals only***

Successful candidates will to support to the Customer Service Manager, ensuring the efficient and smooth delivery of passenger services and marhaba lounge. The role involves coordinating communication between stakeholders, assisting in documentation, handling customer inquiries, and supporting service excellence in line with company standards and aviation regulations.

Responsibilities

• Assist the Customer Service Manager with day-to-day administrative tasks, reports, and operational coordination.
• Serve as a point of contact for customer service team queries, complaints, and feedback, escalating as required.
• Maintain accurate records, service reports, and documentation in compliance with company policies and aviation standards.
• Support the planning and implementation of customer service department improvement initiatives.
• Coordinate interdepartmental communication to ensure timely and effective resolution of customer service matters.
• Prepare presentations, memos, correspondence, and assist with data entry and report generation.
• Liaise with airline representatives, passengers, and ground staff to ensure service delivery meets expected standards.
• Help monitor the quality of passenger handling services at various touchpoints, including check-in, boarding, and arrivals.
• Assist in scheduling meetings, training, and performance reviews within the Customer Service team.
• Support audits, incident investigations, and other compliance-related activities.
• Organize and support briefings, debriefings, and team meetings by preparing agendas, taking minutes, and following up on action points.
• Maintain a database of customer feedback, service failures, and action taken for continuous improvement purposes.
• Coordinate onboarding and training schedules for new customer service agents, in collaboration with HR and Training departments.
• Support operational readiness during flight disruptions, irregular operations (IROPs), or special events by coordinating logistics and communication.
• Ensure all customer service counters and lounges are stocked with necessary supplies and are presentable at all times.
• Handle confidential information with discretion, including internal correspondence, passenger concerns, and disciplinary documentation.
• Follow up on lost and found cases or delayed baggage complaints to ensure timely and satisfactory resolution.
• Conduct regular walk through and inspections of customer service areas to identify and address any issues escalated immediately to Duty Manager on shift these includes periodic check of grooming standards.
• Contribute to a culture of continuous service excellence through active participation in feedback loops, training, and process improvement initiatives.
• Monitor and manage stock inventory for customer service areas, ensuring optimal levels are maintained at all times.

Safety

• Discuss safety concerns openly and reports them to the CS Supervisor on shift.
• Ensure that safety briefings are conducted regularly while intervening when there is a risk exposure, role model safe behaviours and follows up on corrective actions.
• Comply with all relevant safety, quality and environmental management policies, procedures and control to ensure a healthy and safe work environment.
• Ensure the safety of staff that they have the skills, knowledge and confidence to work safely by providing support, directions, being a role model for the desire safety behaviours and leading with safety.

Minimum Requirements

• Diploma or degree in Business Administration, Customer Service, or related field preferred.
• Previous experience in aviation, customer service, or administrative roles is an asset.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong communication, organizational, and problem-solving skills.
• Ability to work in a fast-paced, dynamic, and customer-focused environment.
• Familiarity with airport operations or ground handling procedures is advantageous.
• Proficient in the use of spoken and written English language