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Customer Experiance

  • On-site
    • muscat, Masqaţ, Oman
  • Marketing

Job description

Job Description

We are looking for a highly skilled Customer Experience Specialist with over 3 years of experience to join our team. The ideal candidate will be responsible for enhancing customer satisfaction, improving service processes, and ensuring that every customer interacts with our brand in a positive and seamless way.

In this role, you will analyze customer journeys, manage inquiries and complaints, collaborate with cross-functional teams, and develop strategies that elevate the overall customer experience. You will play a key part in identifying gaps, implementing improvements, and maintaining strong relationships with our customers.

Key Responsibilities

  • Manage and oversee customer interactions across all channels to ensure a consistent and high-quality experience.

  • Handle customer inquiries, complaints, and escalations, ensuring timely and effective resolution.

  • Monitor customer satisfaction metrics (NPS, CSAT, CES) and provide regular reports and insights.

  • Analyze customer journeys to identify pain points and recommend improvements.

  • Collaborate with product, operations, and marketing teams to implement customer-focused enhancements.

  • Develop and update customer service policies, procedures, and communication guidelines.

  • Train and support internal teams on customer experience best practices.

  • Conduct regular feedback surveys and track customer sentiment.

  • Ensure all customer touchpoints reflect the company’s brand and service standards.

Job requirements

Job Requirements for Customer Service Role at RWG in the Marketing Department:

To be considered for the Customer Service role at RWG in the Marketing department, candidates must meet the following requirements:

  • Bachelor's degree in a relevant field

  • Minimum 3+ years of experience in Customer Experience, Customer Support, or a similar role.

  • Strong communication skills, both written and verbal

  • Proficiency in computer skills and knowledge of relevant software

  • Demonstrated flexibility and ability to adapt to changing situations

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