Summary
Dubai Islamic Bank is hiring a Customer Retention Officer in Ras Al Khaimah, United Arab Emirates. The role handles customer retention cases, contacts customers by phone, and recommends solutions to reduce attrition and meet assigned targets. Responsibilities also include after-sales requests, rescheduling, approved waiver cases, reporting, and coordination with internal stakeholders while following service standards and policies. UAE nationals are preferred.
The posting
As published on dib.ae. Pulled from the employer's site and shown as they wrote it.
To perform day to day Business Retention activities as per established policies and processes to minimize
customers’ attrition and achieve set target within Department set TAT and as per SLA.
Key Responsibilities:
- Handle customer retention cases in efficient & quality manner in line with the departmental framework.
- Meet assigned target efficiently as per the approved KPI’s.
- Contact customers over the phone to understand customer’s perspective/needs and recommend appropriate retention solution.
- Ensure meeting call quality standards according to the department’s framework, while contacting any customer for retention purposes.
- Ensure compliance with the department’s policies, procedures and SLA.
- Ensure providing the necessary services and product awareness to the customers within the approved TAT with no complaints.
- Provide necessary MIS/Reports as and when required.
- Liaise with internal stakeholders to enhance customer retention rates.
- Evaluate / Handle / Address / approve various types of after sale cases to apply the waiver authority limits mentioned and approved in retention strategy as applicable.
- Handle Retention activity, after sales service request and rescheduling assigned to action.
Job Details
Posted Date:
2026-09-01
Job Location:
United Arab Emirates - Ras Al Khaimah
Job Role:
Banking
Preferred Candidate
Nationality:
United Arab Emirates