Customer Care Officer

Company: Masarrah App Location: Muscat, Oman Employment Type: Full-Time Work Mode: On-site About Masarrah Masarrah is an Oman-based platform dedicated to simplifying the way people discover, book, and enjoy short stays and vacation rentals. Through an intuitive mobile application, Masarrah connects travelers with a diverse range of accommodations, including chalets, holiday homes, apartments, and other unique getaway experiences across Oman. Our platform provides a seamless and secure booking experience for guests while empowering property owners to showcase their properties and manage reservations efficiently. At Masarrah, we combine technology with hospitality to make every getaway convenient, enjoyable, and memorable. Role Overview Masarrah is seeking a proactive, customer-focused Customer Care Officer to join our team in Muscat. The successful candidate will be responsible for delivering exceptional customer support, handling inquiries and complaints, resolving booking-related issues, and ensuring a positive experience for both guests and property owners. This is a full-time, on-site position with regular working hours. However, the role may require working in shifts during certain periods, depending on operational needs and customer support requirements. The ideal candidate should be flexible, organized, and capable of maintaining a high standard of service across different working schedules. Key Responsibilities • Handle daily customer inquiries and provide timely, accurate, and professional support through phone calls, WhatsApp, email, and other communication channels. • Assist customers with bookings, payments, cancellations, modifications, and general inquiries related to the Masarrah platform. • Investigate customer complaints, identify appropriate solutions, and follow up to ensure issues are resolved effectively. • Maintain clear and professional communication with guests and property owners to facilitate smooth booking experiences. • Monitor and follow up on pending customer requests to ensure timely responses and minimize unresolved cases. • Provide accurate information about the platform’s services, policies, booking procedures, and features. • Document customer interactions, complaints, and resolutions in the relevant systems. • Identify recurring customer concerns and recommend improvements to service quality and operational processes. • Collaborate with internal teams when necessary to resolve customer issues and improve the overall user experience. • Maintain a high standard of professionalism, empathy, confidentiality, and customer satisfaction. Qualifications and Requirements • Bachelor’s degree or equivalent practical experience in Customer Service, Business Administration, Hospitality, or a related field. • Previous experience in customer care, customer support, or customer service is preferred. • Excellent verbal and written communication skills in both Arabic and English. • Strong interpersonal skills and the ability to build positive relationships with customers and colleagues. • Excellent problem-solving skills, active listening, and the ability to handle complaints calmly and professionally. • Ability to multitask, prioritize requests, and work effectively in a fast-paced environment. • Strong attention to detail and effective follow-up skills. • Proficiency in using digital communication tools and basic computer applications. • Flexibility to work in shifts during certain periods, based on business and operational requirements. • A customer-oriented mindset, a proactive attitude, and a strong sense of responsibility. • Experience in the travel, tourism, hospitality, or online booking industry is an advantage.

Bachelor’s degree or equivalent practical experience in Customer Service, Business Administration, Hospitality, or a related field. Previous experience in customer care, customer support, or customer service is preferred. Excellent verbal and written communication skills in both Arabic and English. Strong interpersonal skills and the ability to build positive relationships with customers and colleagues. Excellent problem-solving skills, active listening, and the ability to handle complaints calmly and professionally. Ability to multitask, prioritize requests, and work effectively in a fast-paced environment. Strong attention to detail and effective follow-up skills. Proficiency in using digital communication tools and basic computer applications. Flexibility to work in shifts during certain periods, based on business and operational requirements. A customer-oriented mindset, a proactive attitude, and a strong sense of responsibility. Experience in the travel, tourism, hospitality, or online booking industry is an advantage.

Handle daily customer inquiries and provide timely, accurate, and professional support through phone calls, WhatsApp, email, and other communication channels. Assist customers with bookings, payments, cancellations, modifications, and general inquiries related to the Masarrah platform. Investigate customer complaints, identify appropriate solutions, and follow up to ensure issues are resolved effectively. Maintain clear and professional communication with guests and property owners to facilitate smooth booking experiences. Monitor and follow up on pending customer requests to ensure timely responses and minimize unresolved cases. Provide accurate information about the platform’s services, policies, booking procedures, and features. Document customer interactions, complaints, and resolutions in the relevant systems. Identify recurring customer concerns and recommend improvements to service quality and operational processes. Collaborate with internal teams when necessary to resolve customer issues and improve the overall user experience. Maintain a high standard of professionalism, empathy, confidentiality, and customer satisfaction.