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
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.
Airline & Stakeholder Coordination: Liaise with airline representatives, dispatchers, baggage teams, immigration, and airport authorities to coordinate operational requirements and resolve disruptions.
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.
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.
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.
Staff Development: Ensure all frontline staff are adequately trained, certified in Departure Control Systems (DCS), and competent in carrying out operational duties.
Diploma or Bachelor’s degree in Aviation, Hospitality, Business Administration, or a related field.
3 to 5 years of proven experience in airport customer service with demonstrated supervisory exposure.
Certified training in Departure Control Systems (DCS) and knowledge of general airport operations.
Training in aviation safety, security, and emergency procedures.
Excellent command of spoken and written English, paired with strong leadership, communication, and computer literacy skills.
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.
CLICK HERE TO APPLY
