Customer Service Supervisor at Dnata Tanzania
Customer Service Supervisor at Dnata Tanzania
Customer Service Supervisor at Dnata Tanzania
Company: dnata Tanzania
Location: Zanzibar, Tanzania
Job Type: Full-Time
Career Level: Middle Level
Application Deadline: November 8, 2026
Job ID: 149680
Job Overview
dnata Zanzibar is seeking an enthusiastic, driven, and customer-focused Customer Service Supervisor to join its aviation ground handling team. The position oversees passenger service operations, flight check-in and boarding processes, staff allocation, and airline coordination to ensure all flights are handled safely, on time, and in strict alignment with Service Level Agreements (SLAs).
Key Responsibilities
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Flight Operations & SLA Management: Oversee pre- and post-flight activities, ensuring timely opening/closing of flights, staff deployment, and accurate transmission of operational flight messages.
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Airline & Stakeholder Coordination: Liaise with airline representatives, dispatchers, baggage teams, immigration, and airport authorities to coordinate operational requirements and resolve disruptions.
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Team Supervision & Shift Management: Conduct daily shift briefings/debriefings, monitor staff performance, enforce grooming and discipline standards, and manage shift rosters to handle flight delays.
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Disruption Handling & Problem Solving: Manage escalated customer service issues, lead troubleshooting during system outages, and compile incident reports with root cause analysis for operational delays.
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Safety & Security Compliance: Enforce airport health, safety, and security protocols, conduct regular safety briefings, report workplace hazards/near-misses, and foster a strong safety culture.
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Staff Development: Ensure all frontline staff are adequately trained, certified in Departure Control Systems (DCS), and competent in carrying out operational duties.
Requirements & Qualifications
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Diploma or Bachelor’s degree in Aviation, Hospitality, Business Administration, or a related field.
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3 to 5 years of proven experience in airport customer service with demonstrated supervisory exposure.
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Certified training in Departure Control Systems (DCS) and knowledge of general airport operations.
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Training in aviation safety, security, and emergency procedures.
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Excellent command of spoken and written English, paired with strong leadership, communication, and computer literacy skills.
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Eligibility: Open to Tanzanian Nationals only.
How to Apply
Applications must be submitted electronically through the official dnata / Emirates Group careers portal before November 8, 2026.
