Customer Experience Specialist

About Ghaf Benefits and Role Overview

Ghaf Benefits, operating under Lunate, is an innovative UAE platform providing an alternative solution for End-of-Service Benefits. It allows private sector employers to allocate employee gratuities into regulated investment funds, offering opportunities for long-term financial growth. The platform aligns with the UAE's strategic goal to improve workplace benefits and attract international talent, featuring both traditional and Shariah-compliant investment choices.

The Customer Experience Specialist supports institutional and corporate clients throughout their onboarding and ongoing service journey. Collaborating closely with the Client Experience Manager and Sales team, this role ensures a seamless transition from potential client to active participant while delivering exceptional service standards consistent with Ghaf Benefits’ dedication to excellence.

Key Responsibilities

• Collaborate with Sales and Client Experience teams to manage comprehensive client onboarding processes.
• Act as the primary liaison for clients during onboarding and implementation phases under managerial guidance.
• Develop and keep updated relevant onboarding documentation, FAQs, and client support resources.
• Work alongside internal departments such as Operations, Compliance, and Product to facilitate a smooth client experience.
• Ensure all client accounts and investment setups are established accurately and within designated timelines.
• Track client satisfaction levels and escalate any service-related issues promptly to the Client Experience Manager.
• Collect and analyze feedback from clients to help enhance the onboarding process continuously.
• Contribute to projects aimed at improving client engagement and retention strategies.
• Maintain precise records of client communications and onboarding progress.

Required Qualifications and Experience

• Bachelor's degree in Business, Finance, or associated discipline.
• Between 5 and 8 years of experience in areas like client service, onboarding, or relationship management, ideally within financial services or investment platforms.
• Excellent interpersonal communication skills.
• Proven ability to handle multiple client relationships while maintaining outstanding service quality.
• Knowledge of investment products and regulatory guidelines applicable in the UAE is advantageous.
• Strong attention to detail combined with effective organizational and problem-solving skills.