26017 - RWQ – Senior Customer Experience Executive – Oman (Muscat)

Job Description

We are looking for a highly skilled Senior Customer Experience Specialist with over 6 years of experience to join our team. The ideal candidate will be responsible for enhancing customer satisfaction, improving service processes, and ensuring that every customer interacts with our brand in a positive and seamless way.

In this role, you will analyze customer journeys, manage inquiries and complaints, collaborate with cross-functional teams, and develop strategies that elevate the overall customer experience. You will play a key part in identifying gaps, implementing improvements, and maintaining strong relationships with our customers.

Key Responsibilities

• Manage and oversee customer interactions across all channels to ensure a consistent and high-quality experience.

• Handle customer inquiries, complaints, and escalations, ensuring timely and effective resolution.

• Monitor customer satisfaction metrics (NPS, CSAT, CES) and provide regular reports and insights.

• Analyze customer journeys to identify pain points and recommend improvements.

• Collaborate with product, operations, and marketing teams to implement customer-focused enhancements.

• Develop and update customer service policies, procedures, and communication guidelines.

• Train and support internal teams on customer experience best practices.

• Conduct regular feedback surveys and track customer sentiment.

• Ensure all customer touch points reflect the company’s brand and service standards.

Job Requirements for Customer Service Role at RWG in the Marketing Department:

To be considered for the Customer Service role at RWG in the Marketing department, candidates must meet the following requirements:

• Bachelor's degree in a relevant field

• Minimum 6+ years of experience in Customer Experience, Customer Support, or a similar role.

• Strong communication skills, both written and verbal

• Proficiency in computer skills and knowledge of relevant software

• Demonstrated flexibility and ability to adapt to changing situations

Business Unit: Head Office