JOB PURPOSE
The Company Renewal Officer is responsible for driving the renewal (and win back) of a portfolio of SME clients to achieve targeted renewal rates aligned with the renewal play book across phone, email and message/ chat-based channels. As a part of this responsibility, the individual will identify and execute opportunities for expansion, uptake of visas and cross sell of value-added services based on client needs.
Critical to this activity is ensuring high levels of customers satisfaction, ensuring long and sustainable relationships between RAKEZ and the client. The individual will play an important role in the capturing the voice of the customer and feeding this into the continuous improvement programme.
CORE RESPONSIBILITIES
- Manage outbound and inbound contact for their portfolio of client in line with the license renewal strategy. Critically they will drive on-time renewals and make offers to retain clients prior to or post expiry.
- Conduct client relationship calls to understand client needs, capture feedback and support the clients with the services or support from RAKEZ and its partners.
- Guide the customer through the renewal process, supporting with renewal, amendment, expansion and cross sell of other services as required
- Work with the direct manager in implementing renewal promotion activities or seeking exceptional approvals to close out renewals.
- Maintain data quality on the client and the renewal by by logging renewal activities, customer data, and customers status within internal systems.
- Foster customer relationships throughout the renewal lifecycle, maximizing customer retention rates through inside sales techniques over the phone, SMS, and email while also mitigating churn risk.
- Increase customer awareness of organization product portfolio to identify cross-sell and up-sell opportunities during the renewals cycle
- Follow up with all internal stakeholders to issue the license within the SLA & the key contact to ensure flexibility of the registration process.
QUALIFICATIONS, EXPERIENCE, & SKILLS
Educational Qualifications:
- Bachelor's degree in business or related field/or appropriate related professional experience.
Years of Experience
- Minimum 4 years of experience in a client relationship/customer service role.
- Business Set-up experience preferred.
Other requirements
- Fluent in English & Arabic.
- Excellent closing phone skills
- Excellent negotiation and follow-up skills
- Ability to prioritize, set goals and meet demands under tight deadlines.
- Market-focused and results-driven.
- Pronounced customer care approach.
- Responds well in fast-paced, high-pressure environment.
- Outstanding verbal and written communication skills.
- Excellent knowledge of advanced MS Office applications.
- Presentable and confident enough to present on behalf of RAKEZ at different forums.
- Good time management and multi-tasking skills.
- Team player
- Good at analytical skills
