Customer Service Supervisor at Dnata Tanzania

Job description

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 ten 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, driven and customer focused Customer Service Supervisor team member to join our team.  Duties/ Responsibilities: Accountable for ensuring all flights are opened and closed on time by effectively deploying resources in line with operational schedules and service level agreements Liaise and coordinate closely with airline representatives to understand daily operational requirements and ensure service delivery meets expectations Ensure all required manpower is allocated based on passenger profiles, flight loads, and SLA requirements to maintain service quality and operational efficiency Collate and communicate all relevant flight handling information to frontline teams to ensure readiness and smooth execution of operations Monitor and ensure timely transmission of all flight messages to respective carriers in accordance with operational timelines and SLAs Oversee coordination with Dispatcher/TRC and baggage teams to ensure correct baggage is offloaded and delivered accurately and on time Prepare detailed feedback and incident reports for delays, disruptions, or service failures, including root cause analysis and corrective action plans Lead troubleshooting efforts in coordination with the Customer Service Manager during system outages, ensuring effective contingency plans are implemented and communicated Ensure all updates from stakeholders (airlines, immigration, airport authorities) are disseminated and implemented consistently across all service points Conduct shift briefings and debriefings, ensuring teams are informed on operational updates, safety matters, and service expectations Ensure rostering and staff allocations are followed and adjusted proactively to meet operational demands such as delays or disruptions Monitor staff performance, service delivery, grooming, and discipline to ensure compliance with dnata standards and SLA requirements Maintain a safe and secure work environment by enforcing safety policies and ensuring compliance with all security procedures Lead by example in promoting a strong safety culture and ensuring all hazards, incidents, and near misses are reported and addressed Manage and resolve escalated customer issues, including handling aggressive situations with professionalism and effective decision-making Ensure all staff are properly trained, certified, and competent before being assigned operational duties Drive team morale, engagement, and performance through leadership, coaching, and continuous feedback Ensure compliance with all health and safety responsibilities, including duty of care obligations at the workplace Communicate with below wing team, below wing team and airline flight deck and crews and monitoring of activities with the teams as necessary. Completes all pre and post flight activities, and any other administrative requirements. Ensures that operating procedures are followed, and safe working practices are strictly adhered to. Responsible for the health and safety duty of care at the workplace. Ensure to report any hazards, injuries, ill-health or near miss to your supervisor or employer. Cooperate with your employer when they require something to be done for health and safety at the workplace Safety: 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 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 Aviation, Hospitality, Business, or related field Proven experience in airport customer service with supervisory exposure Certification/training in DCS systems Training in aviation safety, security, and emergency procedures Leadership and people management training is an advantage. Proficient knowledge in Airport Operations Computer Literacy Skills Excellent command of English (both oral and written) ***Please note, this opportunity is open to Tanzanian Nationals only***