Customer Care Officer

About the role

Masarrah, an Oman-based platform connecting travelers with short stays and vacation rentals such as chalets, holiday homes and apartments, is looking for a proactive, customer-focused Customer Care Officer in Muscat. The role covers customer support, handling inquiries and complaints, and resolving booking-related issues for both guests and property owners. It is a full-time, on-site position with regular working hours, though shifts may be required during certain periods.

Key responsibilities

• Handle daily customer inquiries by phone, WhatsApp, email and other channels, giving timely, accurate and professional support.
• Assist customers with bookings, payments, cancellations, modifications and general platform questions.
• Investigate complaints, propose solutions and follow up until they are resolved.
• Maintain clear communication with guests and property owners and monitor pending requests.
• Explain the platform's services, policies, booking procedures and features accurately.
• Document interactions, complaints and resolutions in the relevant systems.
• Identify recurring concerns and recommend improvements to service and operations.
• Collaborate with internal teams to resolve issues and improve the user experience.

Required profile

• Bachelor's degree or equivalent practical experience in Customer Service, Business Administration, Hospitality or a related field.
• Previous customer care or customer service experience preferred; travel, tourism, hospitality or online booking experience is an advantage.
• Excellent verbal and written communication in Arabic and English.
• Strong interpersonal, problem-solving and active listening skills, with the ability to handle complaints calmly.
• Ability to multitask, prioritize and work in a fast-paced environment, with flexibility to work in shifts.

Required skills

• Proficiency in digital communication tools and basic computer applications.
• Attention to detail and effective follow-up.