Company Description Masarrah is a leisure-focused platform that connects travelers with a wide range of short stays and vacation rentals across Oman. Through an intuitive mobile app and secure booking experience, the company makes it easy for guests to discover, book, and enjoy unique getaways, from cozy weekend escapes to luxury stays. Masarrah also empowers hosts and property owners with tools to showcase listings, manage reservations, and reach new guests confidently. Guided by a mission to blend technology with hospitality, Masarrah aims to provide peace of mind at every step of the journey. The company’s vision is to become the leading, trusted platform for short stays and vacation rentals in Oman for both guests and partners.
Role Description The Customer Service Representative is a full-time, on-site role based in Amman. This role involves responding to customer inquiries via phone, email, chat, and in-app messaging, providing accurate information on bookings, stays, and platform features. The representative will assist guests and hosts with reservations, account issues, payment questions, and troubleshooting, while documenting interactions and following up to ensure resolution. Daily responsibilities include managing support tickets, escalating complex cases, monitoring customer feedback, and collaborating with internal teams to improve service quality. The role also requires maintaining up-to-date knowledge of Masarrah’s offerings and policies to deliver clear, empathetic, and solution-focused support.
Qualifications
- Strong customer-focused skills, including Customer Service and Customer Satisfaction, with a commitment to resolving issues and building trust.
- Experience in Customer Support and Customer Service Representatives roles, handling inquiries across multiple communication channels.
- Demonstrated ability to enhance Customer Experience through clear communication, empathy, and proactive problem-solving.
- Excellent verbal and written communication skills in English; proficiency in Arabic is highly beneficial.
- Ability to work on-site in Amman, manage time effectively, and handle multiple cases with attention to detail.
- Comfort using CRM or ticketing systems, basic digital tools, and mobile apps; prior experience in travel, hospitality, or tech platforms is a plus.
- Reliability, adaptability, and a collaborative mindset, with openness to shift work, weekends, or holidays as needed.
- Relevant diploma or bachelor’s degree in Business, Communications, Hospitality, or a related field is preferred.
