Requirements
The ideal candidate will possess a Bachelor's degree in business, customer service, marketing, or a related field, with a minimum of 4 years of experience in customer service, sales support, account management, channel partner operations, or customer engagement. Experience supporting renewal, retention, or customer engagement initiatives is advantageous, as is experience within a Free Zone, Government Services, or B2B services environment. Strong analytical and reporting skills with proficiency in Excel and CRM systems, excellent communication, problem-solving, and organizational skills are essential.
Description
Job PurposeThe Agent Renewal Specialist will be responsible to support the renewal of RAKEZ licenses through our network of Agents. The role is responsible for coordinating renewal activities, monitoring renewal performance, supporting Agent engagement, and ensuring a seamless renewal journey for customers. The successful candidate will work closely with Agents, provide renewal-related support, analyze performance trends, and contribute to initiatives that drive customer retention and on-time renewals.Core ResponsibilitiesRenewal Operations & Performance SupportCoordinate and execute license renewal activities through the Agent network.Monitor renewal performance, track key KPIs, and identify trends, risks, and opportunities for improvement.Support the implementation of renewal campaigns and initiatives to enhance customer retention and renewal outcomes.Promote the adoption of digital renewal tools, self-service platforms, and renewal enablement resources.Agent Engagement & SupportServe as a primary point of contact for Agents on renewal-related inquiries and support requests.Assist in delivering training sessions, workshops, and communications on renewal processes and best practices.Conduct regular performance and feedback discussions with Agents to understand challenges and identify improvement opportunities.Data Management & ReportingMaintain accurate Agent and Customer records and ensure data integrity across systems.Prepare reports on renewal performance, risks, challenges, and key outcomes.Analyze data and provide insights and recommendations to support decision-making and continuous improvement initiatives.RequirementsBachelor's degree in business, Customer Service, Marketing, or a related field.Minimum 4 years of experience in customer service, sales support, account management, channel partner operations, or customer engagement roles.Experience supporting renewal, retention, loyalty, or customer engagement initiatives is an advantage.Experience within a Free Zone, Government Services, B2B services, or customer-facing environment is highly desirable.Strong customer relationship and stakeholder management skills.Excellent communication and interpersonal abilities.Strong analytical and reporting capabilities with proficiency in Excel and CRM systems.Ability to manage multiple priorities and work in a fast-paced environment.Customer-focused mindset with strong problem-solving and organizational skills.Fluency in English; additional languages are an advantage.