Renewal Specialist (Emiratization Role)

Job Overview

The Renewal Specialist plays a key role at Ras Al Khaimah Economic Zone (RAKEZ) by managing the renewal process and retention of a portfolio of small and medium enterprise (SME) clients. This role involves actively engaging clients through various communication channels such as phone, email, and chat to ensure timely renewals and explore opportunities for visa uptake and cross-selling of additional services, thus fostering sustainable client relationships and supporting RAKEZ’s continuous improvement efforts.

Core Responsibilities

• Handle both outbound and inbound communications with assigned clients as per the license renewal strategy, focusing on timely renewal completions and client retention offers before or after license expiration.
• Engage clients through relationship-building calls to assess their needs, gather feedback, and provide assistance with RAKEZ and partner services.
• Guide clients through all steps of the renewal process, including renewal, amendments, expansions, and cross-selling complementary services.
• Collaborate with management to implement renewal promotion campaigns and obtain special approvals necessary to finalize renewals.
• Accurately maintain client and renewal data within internal systems, tracking activities and customer status.
• Develop ongoing customer relationships throughout the renewal lifecycle, applying inside sales methods via phone, SMS, and email to maximize retention and minimize churn risk.
• Enhance client awareness of RAKEZ’s product offerings to identify and pursue cross-selling and upselling during renewals.
• Coordinate with various internal departments to ensure license issuance meets service level agreements and that the registration process is flexible for clients.

Qualifications and Skills

• Bachelor’s degree in business or a related area, or equivalent professional experience.
• A minimum of four years’ experience in client relationship management or customer service roles; prior experience in business setup is advantageous.
• Fluent communication skills in both English and Arabic.
• Strong phone-based closing skills, negotiation abilities, and persistence in follow-up.
• Capability to prioritize tasks, set goals effectively, and perform under tight deadlines.
• Customer-centric mindset with a market-oriented, results-driven approach.
• Comfortable working in a dynamic, high-pressure setting.
• Excellent verbal and written communication skills.
• Advanced proficiency with Microsoft Office applications.
• Professional appearance and confidence to represent RAKEZ at various events and forums.
• Good time management and multitasking abilities.
• Strong team collaboration skills.
• Analytical thinking capabilities.