Customer Service Supervisor

Job Vacancy at dnata MEA – Customer Service Supervisor, Zanzibar (October 2026)

Company: dnata MEA – International Airports
Job Title: Customer Service Supervisor
Location: Zanzibar, Tanzania
Employment Type: Full-Time
Salary: Competitive remuneration package
Date Posted: 26 October 2026
Eligibility: Tanzanian Nationals Only
Application Deadline: Not specified in the provided advertisement

About dnata

dnata is one of the world’s largest air services providers. Established in 1959, the company supports aviation operations at 129 airports across 35 countries on six continents.

Its services include ground handling, cargo, travel and flight catering. dnata serves more than 300 airline customers worldwide and focuses on delivering reliable, efficient and high-quality aviation services.

The company is looking for an enthusiastic, driven and customer-focused Customer Service Supervisor to join its Zanzibar team.

Job Overview

The Customer Service Supervisor will oversee airport customer service operations, coordinate flight handling activities, supervise frontline teams and ensure that airline service-level agreements are met.

The successful candidate will be responsible for operational readiness, staff deployment, customer satisfaction, safety compliance and the effective handling of flight disruptions and customer complaints.

Key Duties and Responsibilities

1. Flight and Airport Operations

• Ensure all flights are opened and closed on time by deploying resources according to operational schedules and service-level agreements (SLAs).
• Coordinate closely with airline representatives to understand daily operational requirements and maintain service standards.
• Allocate adequate manpower according to passenger profiles, flight loads and SLA requirements.
• Collect and communicate flight-handling information to frontline teams to support operational readiness.
• Monitor the timely transmission of flight messages to the relevant carriers.
• Coordinate with dispatch, TRC and baggage teams to ensure baggage is offloaded and delivered accurately and on time.
• Ensure all pre-flight and post-flight activities and administrative requirements are completed.
• Communicate with below-wing teams, airline flight decks and crews, and monitor operational activities as required.
• Ensure operating procedures are followed and safe working practices are maintained.

2. Team Supervision and Staff Management

• Conduct shift briefings and debriefings to communicate operational updates, safety matters and service expectations.
• Ensure staff rosters and allocations are followed and adjusted to meet changing operational demands.
• Monitor staff performance, service delivery, grooming and discipline in line with dnata standards and SLAs.
• Ensure employees are appropriately trained, certified and competent before being assigned operational duties.
• Promote team morale, engagement and performance through leadership, coaching and continuous feedback.
• Provide guidance and support to staff to maintain consistent service quality and operational efficiency.

3. Customer Service and Incident Management

• Manage and resolve escalated customer complaints and issues professionally.
• Handle aggressive customer situations with sound judgement and effective decision-making.
• Prepare detailed feedback and incident reports for delays, disruptions and service failures.
• Conduct root-cause analysis and develop corrective action plans.
• Coordinate with the Customer Service Manager to troubleshoot system outages and implement effective contingency plans.
• Ensure updates from airlines, immigration authorities and airport authorities are communicated and implemented consistently across service points.

4. Safety, Security and Compliance

• Maintain a safe and secure working environment by enforcing safety policies and security procedures.
• Promote a strong safety culture and lead by example in following safe working practices.
• Ensure hazards, injuries, ill-health incidents and near misses are reported and addressed.
• Cooperate with the employer in implementing workplace health and safety requirements.
• Fulfil workplace health and safety duty-of-care responsibilities.
• Ensure regular safety briefings are conducted and intervene when risks are identified.
• Follow up on corrective actions arising from safety concerns.
• Comply with relevant safety, quality and environmental management policies, procedures and controls.
• Ensure staff have the skills, knowledge, confidence and support needed to work safely.

Minimum Qualifications and Requirements

Applicants must meet the following requirements:

• Education: Diploma or degree in Aviation, Hospitality, Business or a related field.
• Experience: Proven experience in airport customer service, including supervisory exposure.
• Technical Certification: Certification or training in Departure Control Systems (DCS).
• Safety and Security Training: Training in aviation safety, security and emergency procedures.
• Leadership Training: Leadership and people management training is an advantage.
• Airport Operations: Proficient knowledge of airport operations.
• Computer Skills: Good computer literacy.
• Language Skills: Excellent command of written and spoken English.

Nationality Requirement

This opportunity is open to Tanzanian nationals only.

Applicants should ensure they meet this eligibility condition before submitting their applications.

Salary and Benefits

dnata Zanzibar offers a competitive remuneration package. The advertisement does not specify the exact salary or additional benefits.

How to Apply

Interested and qualified Tanzanian candidates should apply through the official recruitment advertisement.

CLICK/TAP HERE TO APPLY:

Applicants should review the official listing and follow the instructions provided on the recruitment page.

Application Deadline

The closing date was not specified in the provided advertisement. Candidates are encouraged to check the official application page for the current status of the vacancy.