Client Renewal & Expansion Specialist

Ras Al Khaimah Economic Zone (RAKEZ); Ras Al Khaimah; On-site; AED 90,000 - 150,000; Full time

Job summary

Ras Al Khaimah Economic Zone (RAKEZ) is seeking a Company Renewal Officer to renew and win back SME client portfolios across phone, email and chat channels. The role focuses on timely renewals, expansion opportunities, visa uptake, and cross-selling value-added services.

The ideal candidate will drive high customer satisfaction, capture the voice of the customer, and feed insights into continuous improvement initiatives while maintaining strong relationships with RAKEZ clients.

Qualifications

• Bachelor's degree in business or related field or appropriate related professional experience.
• Minimum 4 years of experience in a client relationship/customer service role.
• Business Set-up experience preferred.
• Excellent negotiation and follow-up skills.
• Ability to prioritize, set goals and meet demands under tight deadlines.
• Market-focused and results-driven.
• Pronounced customer care approach.
• Responds well in fast-paced, high-pressure environment.
• Outstanding verbal and written communication skills.
• Excellent knowledge of advanced MS Office applications.
• Presentable and confident enough to present on behalf of RAKEZ at different forums.
• Good time management and multi-tasking skills.

Responsibilities

• Manage outbound and inbound contact for their portfolio of client in line with the license renewal strategy. Critically they will drive on-time renewals and make offers to retain clients prior to or post expiry.
• Conduct client relationship calls to understand client needs, capture feedback and support the clients with the services or support from RAKEZ and its partners.
• Guide the customer through the renewal process, supporting with renewal, amendment, expansion and cross sell of other services as required
• Work with the direct manager in implementing renewal promotion activities or seeking exceptional approvals to close out renewals.
• Maintain data quality on the client and the renewal by by logging renewal activities, customer data, and customers' status within internal systems.
• Foster customer relationships throughout the renewal lifecycle, maximizing customer retention rates through inside sales techniques over the phone, SMS, and email while also mitigating churn risk.
• Increase customer awareness of organization product portfolio to identify cross-sell and up-sell opportunities during the renewals cycle
• Follow up with all internal stakeholders to issue the license within the SLA & the key contact to ensure flexibility of the registration process.

Skills

Account management

Negotiation

Communication

MS Office

Education

Bachelor's degree in business

Tools

CRM systems

Job description

Ras Al Khaimah Economic Zone (RAKEZ) is seeking a Company Renewal Officer to renew and win back SME client portfolios across phone, email and chat channels. The role focuses on timely renewals, expansion opportunities, visa uptake, and cross-selling value-added services.

The ideal candidate will drive high customer satisfaction, capture the voice of the customer, and feed insights into continuous improvement initiatives while maintaining strong relationships with RAKEZ clients.