Value Added Services Specialist

JOB PURPOSE The VAS Specialist supports the day-to-day delivery and coordination of RAKEZ’s value-added services by ensuring accurate processing of service requests, effective partner follow-up, and timely assistance to internal teams and clients. The role focuses on operational execution, documentation, data tracking, and service quality monitoring across assigned VAS offerings. The Specialist acts as a key support point between internal stakeholders and external service providers to ensure consistent service delivery, accurate information flow, and high customer satisfaction in line with RAKEZ standards. CORE RESPONSIBILITIES Coordinate daily operational requests related to assigned value-added services in line with approved procedures. Track service requests from initiation to completion and follow up to ensure timely processing. Verify the completeness and accuracy of client documentation prior to submission to service providers. Maintain updated records of service offerings, requirements, and turnaround times. Act as the primary operational point of contact for assigned service providers on routine matters. Monitor turnaround times and SLA compliance for assigned value-added services. Support Customer Experience and frontline teams with accurate service information, eligibility criteria, and processing steps. Assist with resolving routine client queries related to assigned value-added services. Capture customer feedback and recurring operational issues for service improvement tracking. Prepare, update, and maintain service forms, checklists, process flows, and internal guidelines for assigned services. Ensure proper filing and documentation of all service requests and related communications. Support internal audits and compliance reviews through accurate record keeping and document retrieval. Collect and maintain operational data on service volumes, turnaround times, and common issues. Prepare routine operational reports using predefined reporting templates. Highlight recurring issues, delays, and trends to support continuous improvement initiatives. Assist in preparing FAQs, one-pagers, and onboarding guides for internal users and frontline teams. Support logistics for training or refresher sessions by coordinating materials and attendance. Update internal platforms with current service information, process updates, and guidelines. Handle routine operational issues with service providers and clients within defined procedures. Escalate complex, non-standard, or high-impact service issues to the Director with full supporting details. Track closure of escalated cases and ensure proper documentation of outcomes. Coordinate with Customer Experience, Finance, IT, Marketing, and Commercial teams on operational service matters. Support system testing and validation for minor updates affecting value-added service workflows. Assist Finance with verification of service completion and billing-related queries. QUALIFICATIONS, EXPERIENCE, & SKILLS Bachelor’s degree in business administration, Finance, Management, or a related field. Relevant service operations or customer support certifications are an advantage. Minimum 4 years of experience in service operations, coordination, customer support, or service administration roles. Experience working with third-party service providers or outsourced service models is preferred. Exposure to regulated services or government-related processes is an advantage. Strong coordination and follow-up skills with high attention to detail. Good organizational and time-management capabilities. Ability to manage multiple service requests simultaneously. Proficiency in MS Office and reporting tools. Customer-focused mindset with problem-solving ability. Ability to work within defined procedures and escalate appropriately. Fluent in English, Arabic language is desirable.