Central Member Experience Executive

Arada; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

WellFit is seeking a Central Member Experience Agent in Dubai to greet members and prospective clients with exceptional service. You will handle inquiries across platforms, resolve issues, and maintain ongoing member relationships to drive retention and satisfaction.

You will work in a fast-paced, customer-centric environment, leveraging product knowledge to recommend suitable solutions and ensure timely follow-ups and escalation where needed.

Qualifications

• At least 1 year in contact/call center operations.
• 3+ years of experience in a Customer Service role.
• Knowledge of the Fitness Industry will be advantageous.

Responsibilities

• Handle member contact platforms with the highest level of service delivery.
• Answer inbound phone calls and ensure inquiries are resolved or routed to relevant departments.
• Meet pre-set targets and SLAs (first response, resolution timings, monthly collections).
• Maintain ownership of calls throughout the lifecycle and follow up with escalation team.
• Follow communication scripts and use knowledge of WellFit products and services to provide solutions.
• Support all members from joining through the lifespan of their membership via regular contact.
• Deliver product knowledge to recommend appropriate solutions, alternatives, products and services.
• Book club products and services via interaction platforms and Member Services Desks; identify needs, resolve issues.
• Create and maintain daily problem records and remedial actions in the call-center database.

Skills

Multi-tasking

Customer-centric

Effective communication

Numeracy

Job description

The Central Member Experience Agent is the first person to present an exceptional impression of WellFit to all active and prospective members. As the first point of contact, the CME Agent will answer all member enquiries effectively ensuring service excellence is delivered. The role of the CME Agent is to ensure the continued support to all members throughout the lifespan of their membership. Through regular contact, the CME Agent will contribute to the overall retention and satisfaction of WellFit active and prospective members.

KEY RESPONSIBILITIES:

• Responsible for member contact platforms handling with the highest level of service delivery.
• Answering inbound phone calls and ensuring that all enquiries are timely resolved or passed on to the relevant departments.
• Achieve pre-set targets and SLAs i.e. first response and resolution timings, monthly collections targets etc.
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team.
• Follow communication scripts and use knowledge of the company’s products and services to go off script when necessary.
• Responsible for supporting all members from the point of joining throughout the lifespan of their membership through regular contact / phone calls.
• Delivering exceptional product knowledge to be able to recommend appropriate solutions, alternatives, products and services to members.
• Booking of all club products and services via our interaction platforms and Member Services Desks identify customer needs, research issues, resolve complaints, and provide solutions
• Create and maintain record of daily problems and remedial actions taken, using call-center database.

EXPERIENCE

• At least 1 year in contact/call center operations
• 3+ years of experience in a Customer Service role
• Knowledge of the Fitness Industry will be advantageous.

SKILLS

• Ability to multi-task and prioritize tasks.
• Enthusiastic and passionate about the fitness industry
• Must be customer centric and love people.
• Must be able to communicate effectively via multiple communication methods.
• Numerate and confident in handling transaction