Customer Service Representative

About the role

Masarrah is looking for a dedicated Customer Service Representative to join its on‑site team in Amman. You will be the first point of contact for guests and hosts, handling inquiries across phone, email, chat and the in‑app messaging system. The role focuses on delivering accurate information, resolving issues quickly, and ensuring a smooth booking experience on our travel platform.

Key responsibilities

• Respond to customer inquiries via phone, email, chat and in‑app messaging.
• Assist guests and hosts with reservations, account problems, payment questions and technical troubleshooting.
• Manage and document support tickets, escalating complex cases when needed.
• Monitor customer feedback and collaborate with internal teams to improve service quality.
• Maintain up‑to‑date knowledge of Masarrah’s offerings, policies and platform features.

Required profile

• Strong customer‑focused mindset with proven experience in customer support.
• Excellent verbal and written communication in English; Arabic is a plus.
• Ability to work on‑site in Amman, manage time effectively and handle multiple cases simultaneously.
• Reliability, adaptability and a collaborative attitude, with willingness to work shifts, weekends or holidays.
• Relevant diploma or bachelor’s degree in Business, Communications, Hospitality or a related field is preferred.

Required skills

• Experience using CRM systems.
• Familiarity with ticketing platforms.
• Comfort with basic digital tools and mobile applications.