مسؤول تفاعل العملاء

At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank, we are a community that thrives on teamwork, customer-centricity, and delivering exceptional experiences across every customer interaction.

As an Officer - Customer Engagement, you will play a key role in enhancing customer experience by capturing and analyzing customer feedback, conducting quality assurance reviews, managing customer engagement activities, and identifying opportunities for service improvement. The role supports the Bank's commitment to customer excellence by transforming customer insights into meaningful actions that improve satisfaction, loyalty, and service quality.

What You'll Be Doing:

• 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.
• 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.
• 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.
• 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.

What We're Looking For:

• 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.
• 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.
• Exposure to customer experience, quality assurance, customer analytics, surveys, contact centers, or customer engagement activities will be an advantage.

What You Should Have:

• 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

What's In It For You:

• 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.