Officer Customer Engagement (Emiratization)

Responsibilities

• Analyze customer feedback from surveys, complaints and digital channels to identify trends
• Conduct customer satisfaction surveys and engagement activities across touchpoints
• Perform customer outreach calls, accurately capturing feedback and concerns
• Monitor feedback, escalations and complaints through to resolution
• Conduct quality assurance reviews of calls, emails and digital interactions
• Support mystery shopping programs and track corrective actions
• Prepare engagement reports, dashboards and management information packs
• Maintain accurate records and governance documentation per Bank policy

Requirements

• Bachelor's degree in business, marketing, banking, data analytics, IT or related field
• Fresh graduate or up to 3 years of relevant experience
• Fluent in English and Arabic with strong communication skills
• Strong analytical mindset and Microsoft Office proficiency, particularly Excel and PowerPoint
• Ability to engage confidently with customers and stakeholders

Preferred Qualifications

• Experience in customer experience, quality assurance, surveys or contact centers

Benefits

• Competitive compensation and benefits package
• Medical coverage for you and your family
• Learning and development opportunities
• Career growth within one of the UAE's leading banks

About the Company

RAKBANK is a UAE bank that puts customer-centricity, teamwork and service excellence at the heart of its operations.