Customer Relations Specialist

Muscat, Sultanate of Oman | Posted on 11/24/2025

• Participating insetting departmental goals and work plans in accordance with the department'sstrategic and operational plan, and monitoring their implementation.
• Participating inplanning departmental work, distributing tasks and responsibilities amongemployees, and ensuring work continuity.
• Ensuring areduction in the percentage of incoming complaints. Receiving, analyzing, andstudying incoming complaints and suggestions, finding radical solutions tocomplaints, and ensuring they do not recur, in coordination with the direct supervisor.
• Analyzingbusiness and preparing improvement and development plans.
• Participating in preparing training and development plans and needs for department employees andsubmitting them to the direct supervisor.
• Preparingperiodic reports and indicators related to departmental activities andsubmitting them to the direct supervisor.
• Preparing the department's risk register and ensuring the implementation of procedures toreduce risk. Preparing the department's work policies and procedures manuals.
• Raising customer satisfaction indicators and ensuring high levels of customer satisfactionthrough quick solutions and meeting customer needs.
• Analyzingcustomer behavior using modern methodologies such as economic behavior and customer-centricity to understand customer needs and requirements
• Documentingnewly implemented procedures and disseminating the implementation method toother administrative divisions.
• Improving the efficiency of responding to incoming requests and ensuring their implementation.
• Participating inthe preparation of the department's operational budget.
• Striving to streamline customer satisfaction indicators, facilitate administrativeprocedures 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 archivingmatters received from customers.
• Submittingrecommendations and proposals aimed at developing work processes and improving the level of performance in the department and submitting them to the direct supervisor.

Academic Qualification and Practical

Experience:

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

Competencies and 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.