Customer Relations 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

Responsibilities

• Participating in setting departmental goals and work plans in accordance with the department's strategic and operational plan, and monitoring their implementation.
• Participating in planning departmental work, distributing tasks and responsibilities among employees, and ensuring work continuity.
• Ensuring a reduction in the percentage of incoming complaints.
• Receiving, analyzing, and studying incoming complaints and suggestions, finding radical solutions to complaints, and ensuring they do not recur, in coordination with the direct supervisor.
• Analyzing business and preparing improvement and development plans.
• Participating in preparing training and development plans and needs for department employees and submitting them to the direct supervisor.
• Preparing periodic reports and indicators related to departmental activities and submitting them to the direct supervisor.
• Preparing the department's risk register and ensuring the implementation of procedures to reduce risk.
• Preparing the department's work policies and procedures manuals.
• Raising customer satisfaction indicators and ensuring high levels of customer satisfaction through quick solutions and meeting customer needs.
• Analyzing customer behavior using modern methodologies such as economic behavior and customer-centricity to understand customer needs and requirements Documenting newly implemented procedures and disseminating the implementation method to other administrative divisions.
• Improving the efficiency of responding to incoming requests and ensuring their implementation.
• Participating in the preparation of the department's operational budget.
• Striving to streamline customer satisfaction indicators, facilitate administrative procedures for transactions, and adopt the latest methods and means to enhance the level of service and improve performance.
• Ensuring the confidentiality and security of information and documenting and archiving matters received from customers.
• Submitting recommendations and proposals aimed at developing work processes and improving the level of performance in the department and submitting them to the direct supervisor.

Requirements Academic Qualification and Practical Experience

• Bachelor's degree in Business Administration, Law, Sociology, Media, Marketing, Operations Management, Behavioral Economics, or equivalent specializations related to the job.
• A professional certificate related to the job duties is considered an additional advantage.

Competencies and skills

• Excellent communication skills.
• Analytical and problem-solving skills.
• Excellent negotiation and persuasion skills.
• Proficiency in computer use and related applications.
• Knowledge of relevant laws, regulations, and systems.
• Full proficiency in Arabic and English.
• Time management and organizational skills.
• Ability to work under pressure.