Client Experience Officer

JOB PURBOSE:

To deliver a high-quality customer experience by supporting and guiding Key Accounts and Channel Partners with their requests. The role requires strong knowledge of RAKEZ products and services, ensuring that all client transactions are handled accurately, efficiently, and in line with regulatory standards. The officer will take full ownership of requests, work closely with internal and external stakeholders to resolve issues, and contribute to continuous service improvements. Additionally, the role includes coaching and supporting front-line colleagues to foster a culture of professionalism and excellence.

CORE RESPONSIBILITIES:

• Act as the primary point of contact for Key Accounts and Channel Partners, providing accurate information, guidance, and timely assistance.
• Handle and process client transactions efficiently and in line with SLAs, guidelines, and regulatory standards.
• Resolve customer issues with professionalism and empathy, ensuring first-time resolution and high satisfaction.
• Collaborate with internal departments and external government entities to deliver seamless services and support process enhancements.
• Maintain strong knowledge of RAKEZ products, services, policies, and regulatory requirements.
• Track customer requests and feedback to identify trends, propose process improvements, and support CRM enhancements.
• Ensure compliance with internal controls and audit requirements while achieving departmental KPIs.
• Coach and support front-line colleagues, assisting with onboarding, training, and promoting a culture of continuous improvement.

QUALIFICATIONS & SKILLS:

• Diploma in Business Administration or a related field.
• Minimum 5 years of experience in client support, customer service, or a related field, with proven ability to manage client relationships.
• Fluent in English; Arabic is an advantage.
• Strong interpersonal, communication, and negotiation skills.
• Excellent customer service and problem-solving abilities with a focus on first-time resolution.
• Proficiency in MS Office applications and familiarity with CRM systems.
• Solid understanding of licensing, registration principles, and regulatory compliance.