Officer Customer Engagement (Emiratization)

RAKBANK
Dubai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Analytical mindset","Problem-solving","Presentation","Stakeholder management"]

Capture and analyze customer feedback from surveys, complaints, digital channels, and interactions to drive service improvements. Conduct satisfaction surveys, perform professional customer outreach calls, and track escalations and complaints through resolution. Carry out quality assurance reviews of calls, emails, and digital interactions, support Mystery Shopping reporting, and use data/AI-enabled tools to generate insights, dashboards, and management packs while meeting data privacy and security standards.

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FursaFursa
RAKBANK
RAKBANK
3 days ago

Officer Customer Engagement (Emiratization)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Capture and analyze customer feedback from surveys, complaints, digital channels, and interactions to drive service improvements. Conduct satisfaction surveys, perform professional customer outreach calls, and track escalations and complaints through resolution. Carry out quality assurance reviews of calls, emails, and digital interactions, support Mystery Shopping reporting, and use data/AI-enabled tools to generate insights, dashboards, and management packs while meeting data privacy and security standards.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •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 professional customer outreach calls to capture feedback and concerns, and monitor feedback, escalations, and complaints through resolution.
  • •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.

Pay and Benefits

Perks:Health InsuranceLearning Budget

Key Requirements

  • •Bachelor’s degree in business administration, Marketing, Banking & Finance, Data Analytics, Information Technology, Customer Experience, or related field.
  • •Fresh graduate or up to 3 years of relevant experience.
  • •Fluent in English and Arabic with strong verbal and written communication skills.
  • •Strong analytical mindset to interpret customer feedback and data.
  • •Proficiency in Microsoft Office, especially Excel and PowerPoint.
Education:Bachelor's in business administration, Marketing, Banking & Finance, Data Analytics, Information Technology, Customer Experience
Skills:CommunicationAnalytical mindsetProblem-solvingPresentationStakeholder management
Languages:EnglishArabic
Tech Stack:Microsoft OfficeExcelPowerPointAI-enabled tools

Company Brief

RAKBANK
RAKBANK is a United Arab Emirates-based bank offering personal, business, and commercial banking services, including accounts, cards, loans, deposits, and digital banking products. It serves retail customers and SMEs across the UAE.
Industry: Banking
Company Size: Large (251 to 1,000 employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Ras Al Khaimah, United Arab Emirates
Founded: 1976
WebsiteLinkedIn