Customer Experience & Process Improvement Specialist

gu-recruitment; Muscat; On-site; OMR 30,000 - 46,000; Full time

Job summary

gu-recruitment in Oman seeks a proactive Operations/Customer Experience Analyst to help set departmental goals, plan workflows, and monitor execution. You will analyze complaints, design radical solutions, and coordinate improvements with your supervisor.

The role requires a Bachelor’s degree in a related field, strong communication in Arabic and English, and the ability to manage time and work under pressure. Knowledge of laws and systems is a plus.

Qualifications

• Bachelor’s degree in Business Administration, Law, Sociology, Marketing, Operations Management, Behavioral Economics, or related fields.
• A professional certificate related to the job duties is advantageous.

Responsibilities

• Participate in setting departmental goals and plans aligned with strategic and operational plans.
• Distribute tasks, monitor implementation, and ensure work continuity.
• Reduce incoming complaints percentage through analysis and solutions.
• Analyze complaints and implement non-recurrence measures with supervisor coordination.
• Prepare improvement plans by analyzing business data.
• Assist in training needs and development plans for staff.
• Prepare periodic reports and performance indicators for the department.
• Maintain the department's risk register and implement risk-reduction procedures.
• Develop department policies and procedures manuals.
• Increase customer satisfaction through quick solutions and meeting needs.
• Analyze customer behavior using modern methods to understand needs and requirements.
• Document new procedures and disseminate implementation to other divisions.
• Improve responsiveness to requests and ensure execution.
• Contribute to the department’s operating budget.

Skills

Excellent communication

Analytical thinking

Negotiation skills

Persuasion skills

Computer literacy

Laws and regulations knowledge

Arabic and English fluency

Time management

Working under pressure

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Law

Bachelor’s degree in Sociology

Bachelor’s degree in Marketing

Bachelor’s degree in Operations Management

Bachelor’s degree in Behavioral Economics

Job description

gu-recruitment in Oman seeks a proactive Operations/Customer Experience Analyst to help set departmental goals, plan workflows, and monitor execution. You will analyze complaints, design radical solutions, and coordinate improvements with your supervisor.

The role requires a Bachelor’s degree in a related field, strong communication in Arabic and English, and the ability to manage time and work under pressure. Knowledge of laws and systems is a plus.