RAK Free Trade Zone offers excellent customer service


Authorities from the Ras Al Khaimah (RAK) Transport Authority paid a visit to Ras Al Khaimah Free Trade Zone (RAK FTZ) to get a firsthand look at the free zone’s exemplary customer service, after RAK FTZ received the largest number of awards of any organization – in several categories – at the Sheikh Saqr Program for Government Excellence Awards in January.

The RAK Transport Authority was represented by Mrs Jawahir al Kaabi, Customer Service Officer, who was met and attended to by RAK Free Trade Zone officers: Kholuod El Fouly, Director – Client Relations; Asma Saif Al Zaabi, Client Support Officer; and Bedreyya Suroor from the Zone’s Quality Department.

The site visit paid off for the official of RAK Transport Authority as she was able to observe RAK Free Trade Zone Client Relations Department’s personnel in action.

RAK FTZ’s Client Relations department has around 30 dedicated staff members who act as contact points for the Zone’s growing number of clients.  Their goal is to provide total customer satisfaction by taking care of the clients’ needs efficiently and professionally from first contact until they leave the free zone.  Client Relations is supported by Systems Application Products (SAP) for complete customer relationship management solutions to enhance client experience and improve operational efficiency as it facilitates the seamless flow of information across all departments.

The recent addition of a RAK Chamber of Commerce office within the RAKFTZ premises, plus existing services like Emirates Post, DHL, gym and the dedicated Kid’s Zone – an on-location day care centre, shows the Zone’s commitment of to providing superior services.

RAK Transport Authority is looking forward to incorporating reliable, efficient and high-standard service procedures like those of RAK FTZ’s Client Relations Department into their institution’s customer service strategies,

Mr Oussama El Omari, CEO and Director General of RAK Free Trade Zone noted that the visit by RAK Transport Authority demonstrates that the free zone’s world class customer service procedures have become a benchmark for excellence among organizations in the region and added: “RAK FTZ’s excellent client relations department reflects the free zone’s dedication to total customer satisfaction.  We want RAK FTZ clients to leave with a great impression of their experience at the free zone. Our aim is to continue enhancing the image of RAK FTZ amongst our regional and international investors, and thereby benefit not only our own stature and reputation but that of the Emirate of Ras Al Khaimah’s as well.”

Mrs Jawahir al Kaabi, Customer Service Officer, RAK Transport Authority expressed her satisfaction with the visit. “The way I was treated and welcomed goes to show the high quality of service they provide to customers,” she said. “The department staff was helpful in giving valuable information on how to implement good customer service. The services provided were indeed special, and we have gained a lot of insight from our experience,” she added.

Mr Abdullah Mohammed Al Awadi, General Manager, RAK Transport Authority thanked RAKFTZ for sharing their knowledge and experience with the Authority. “It is my pleasure to thank the RAK Free Zone Management for their cooperation and the support they are extending to our institution,” he said and went on to express his hope for continued cooperation and collaboration between RAK Transport Authority and RAK Free Trade Zone.


Ras Al Khaimah Free Trade Zone (RAK FTZ) is a world-class business hub and a vehicle for industrial growth and development. The free zone, with its cutting-edge technology and keen customer focus, offers on-demand and custom-built support services to investors in a cost-effective and flexible environment. The Free Zone also offers a range of unique services which include the legal, human resources and marketing assistance.

The Free Trade Zone has created a system of four Parks – Business Park, Industrial Park, Technology Park and Al Ghayl Industrial Park– which offer identical advantages and benefits to investors. Backed by legislations allowing 100 per cent foreign ownership, tax-free environment, transparent laws and 100 per capital and profit repatriation, the free trade zone is well-positioned for global commerce.

Ras Al Khaimah Free Trade Zone is one of the fastest growing free trade zones, with more than 4,700 companies from 106 countries around the globe.


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