Client Relations Officer

JOB OVERVIEW:

RAKEZ is seeking to appoint a Client Relations Officer to join our Customer Experience – One Stop Shop team. This role is critical in delivering an exceptional client journey for Key Accounts and Channel Partners, ensuring high service quality, regulatory compliance, and efficient end-to-end request handling.

To act as a primary point of contact for clients and agents, ensuring that all service requests are processed with speed, accuracy, and in line with RAKEZ’s quality, control, and regulatory standards. The role carries full accountability for assigned client transactions and contributes to continuous service excellence.

KEY RESPONSIBILITIES:

• Serve as the main point of contact for Key Clients and Channel Partners, ensuring professional and timely support.
• Handle multi-service client transactions related to licensing and other RAKEZ services.
• Manage daily client and agent requests to ensure high service quality and SLA compliance.
• Ensure all transactions are processed with high accuracy and within approved turnaround times.
• Maintain strict compliance with internal policies, regulatory standards, and audit requirements.
• Drive first-time resolution and minimize rejections and client complaints.
• Coordinate closely with internal departments (Finance, Legal, Registrar, Compliance, Development) and Government Authorities.
• Maintain up-to-date knowledge of RAKEZ products, services, and systems.
• Contribute to the continuous improvement of CRM systems and operational workflows.
• Prepare ad-hoc and operational reports as required by management.
• Support and coach junior front-line colleagues as needed.

CANDIDATE PROFILE:

• Diploma or bachelor’s degree in business or a related field.
• Minimum 5 years of experience in client relations, customer service, or front-office operations.
• Strong understanding of UAE Licensing and Registration principles.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and customer advocacy mindset.
• Proficiency in MS Office.
• Fluent in English & Arabic. Other Languages is an advantage.