Officer Customer Engagement (Emiratization)

Role Overview

Officer - Customer Engagement at RAK BANK, based in the United Arab Emirates. This is an Emiratization position.

Company Overview

RAKBANK is a community that thrives on teamwork, customer-centricity, and delivering exceptional experiences across every customer interaction. The Bank is committed to fostering a culture of innovation, growth, and excellence.

Role Purpose

To enhance customer experience by capturing and analyzing customer feedback, conducting quality assurance reviews, managing customer engagement activities, and identifying opportunities for service improvement. The role transforms customer insights into meaningful actions that improve satisfaction, loyalty, and service quality.

Key Responsibilities

Customer Feedback & Analysis

• Analyze customer feedback from surveys, complaints, digital channels, and customer interactions to identify trends and service improvement opportunities.
• Conduct customer satisfaction surveys and engagement activities across key customer touchpoints.
• Perform customer outreach calls professionally, accurately capturing customer feedback and concerns.
• Monitor and track customer feedback, escalations, and complaints through to resolution.

Quality Assurance

• Conduct quality assurance reviews of calls, emails, and digital interactions against predefined standards.
• Support Mystery Shopping programs by reviewing findings, preparing reports, and tracking corrective actions.

Analytics & Reporting

• Use data analytics and AI-enabled tools to generate insights, identify root causes, and support decision-making.
• Prepare customer engagement reports, dashboards, presentations, and management information packs.

Continuous Improvement & Governance

• Support continuous improvement initiatives by partnering with business, operations, digital, and customer experience teams.
• Maintain accurate records, trackers, and governance documentation in line with Bank policies and regulatory requirements.
• Ensure adherence to customer protection, data privacy, and information security standards.
• Contribute to enhancing customer satisfaction, advocacy, and overall service excellence across the Bank.

Qualifications & Experience

• Bachelor's degree in Business Administration, Marketing, Banking & Finance, Data Analytics, Information Technology, Customer Experience, or a related discipline.
• Fresh graduate or up to 3 years of relevant experience.
• Exposure to customer experience, quality assurance, customer analytics, surveys, contact centers, or customer engagement activities is an advantage.

Skills & Competencies

• Fluent in English and Arabic, with strong verbal and written communication skills.
• Strong analytical mindset with the ability to interpret customer feedback and data.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Ability to engage confidently with customers and stakeholders.
• Customer Experience and Customer Service Orientation.
• Analytical and Problem-Solving Skills.
• Communication and Presentation Skills.
• Stakeholder Management Skills.
• Data Analysis and Reporting Skills.
• Quality Assurance and Process Improvement Mindset.
• Attention to Detail.
• Time Management and Organizational Skills.
• Microsoft Office Proficiency.
• AI and Digital Literacy.
• Adaptability and Continuous Learning Mindset.

Additional Information

• Competitive compensation and benefits package.
• Medical coverage for you and your family.
• Inclusive and collaborative work environment.
• Learning and development opportunities.
• Exposure to advanced customer experience and digital transformation initiatives.
• Career growth opportunities within one of the UAE's leading banks.
• Opportunity to contribute to meaningful customer-centric initiatives and service excellence programs.