Renewals Specialist (Customer Service/Account Management/Renewals)

Job Title: Renewal Specialist

Department: Freelancer Renewal Team

Location: Dubai, UAE

About Dynamic Employment Services LLC:

Dynamic Employment Services LLC is a leading provider of HR, outsourcing, and freelancer visa solutions in the UAE. Through brands like Dynamic Freelancer, FreelancerVisa.com, and Executive Freelancer, we empower freelancers to build independent careers with reliable visa, permit, and compliance services. With a focus on innovation, service excellence, and client retention, Dynamic Employment Services LLC supports thousands of freelancers across Dubai and the UAE.

About the Role:

The Renewal Specialist plays a vital role in supporting freelancer contract and visa renewals, enhancing client satisfaction, and driving long-term retention across our freelancer platforms. This is a Dubai-based role requiring strong organizational skills, exceptional client communication, and operational awareness of UAE government processes. The ideal candidate will combine administrative precision with proactive relationship management to ensure a smooth renewal experience, address client concerns, and support retention strategies.

Key Responsibilities:

Key Responsibilities:

Renewals & Process Management

• Oversee the complete freelancer renewal cycle.
• Monitor deadlines for all government uploads (MOL, Medical, EID, Visa, Labour Card) ensuring accuracy and timeliness.
• Provide clear, accurate responses to ad-hoc renewal inquiries covering timelines, requirements, Direct Debit procedures, and compliance expectations.
• Collaborate with freelancers to resolve document gaps, government portal updates, or other pending actions swiftly.

Client Retention & Relationship Building

• Lead cancellation management by engaging with freelancers requesting cancellations, understanding their concerns, offering solutions when possible, and striving to reduce overall cancellation rates.
• Execute loyalty-building initiatives and support freelancer engagement to drive contract renewals.

Administrative & Operational Support

• Maintain accurate records of all renewal cases, client communications, cancellations, and retention outcomes in internal systems.
• Assist with ad hoc general administrative tasks within the Retention Team to ensure operational efficiency.
• Gather client feedback during cancellation discussions and loyalty calls to help identify service gaps, freelancer expectations, and opportunities to improve retention strategies.

Collaboration & Cross-Department Support

• Work closely with the Renewals team, Sales, Support, and Accounts teams to deliver seamless client experiences.
• Escalate high-risk or complex cases for additional retention efforts or management intervention.
• Provide accurate information to internal stakeholders regarding freelancer renewal status and client sentiments.