Compass Coworking Centre Officer

مناطق رأس الخيمة الاقتصادية (راكز); Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading coworking center in Ras Al Khaimah is searching for a customer service representative to act as a brand ambassador and assist clients. This role involves promoting the center's services, managing customer relations, conducting tours, and coordinating events. The ideal candidate will possess a diploma or degree in business administration and have 4-5 years of client support experience. Fluency in English and Arabic is preferred, along with strong communication and interpersonal skills.

Qualifications

• 4-5 years of experience in client support field or similar.
• Strong knowledge of internal & external rules and regulations.
• Ability to handle pressure and work concurrently on multiple tasks.

Responsibilities

• Promote the vision and value of Compass to clients.
• Coordinate networking events and assist in marketing campaigns.
• Provide high-quality customer service and support retention.

Skills

Customer service skills

Negotiation skills

Interpersonal skills

Fluent in English and Arabic

Education

Diploma or bachelor's degree in business administration

Tools

Microsoft Word

Microsoft Excel

Freshdesk

SAP

Job description

JOB OVERVIEW:

This role will serve as a customer service, brand ambassador and contact point for the Compass coworking centre. They will promote the vision and values of Compass as a space where businesses can thrive, collaborate and engage with like‑minded businesses. He/she will provide high quality service to existing and potential clients who visit the centre or contact via other channels (e.g. phone, email). The individual will process requests in a timely, efficient and customer centric manner and drive retention / renewal of non‑free zone customers. They will provide service throughout the customer lifecycle from new customer onboarding, welcoming them to the centre, in‑life usage of the facility and services and support retention, cross‑selling and up‑selling of value‑added services to clients.

CORE RESPONSIBILITIES:

• Promote the vision and value of Compass to potential and existing clients.
• Promote and sell Compass and RAKEZ products and services clients (target driven)
• Build relationships with clients who visit the center to drive retention, increase visitation and sell broader services (e.g. meeting room bookings, events, value added services)
• Coordinate, support and manage the execution of networking events, seminars and assist in inviting subject matter experts/ speakers/ VIP’s/ personalities across all disciplines to present and offer experience and business opportunities.
• Work with marketing to plan, develop and execute marketing campaigns
• Plan, create and publish social media campaigns on all social media platforms, including Facebook, LinkedIn, Twitter, and Instagram, to grow an audience, build brand awareness, and ultimately, boost sales.
• Conduct tours of Compass to existing and prospective clients, delegations, during events and to banks and partners who visit Compass but also to those who contact via phone and email.
• Provide customer service to visitors ensuring a high‑quality experience for clients and members.
• Welcome, greet clients and assist clients in a professional manner and deliver services as per the set SLAs (Service Level Agreements).
• Identify opportunities for customer journey and service improvements.
• Provide the clients with information regarding the services provided by RAKEZ, connecting them with the right department.
• Act as first escalation point for customer complaints in order to resolve any issues caused by the system/portal/CRM, processes, procedures, requirements, etc.
• Understand, follow and adhere to the processes, policies and SLAs
• Manage relationships with internal and external stakeholders and partners to ensure high quality service delivery for our customers in line with targets and SLAs.

CANDIDATE PROFILE:

• Diploma or bachelor's degree in business administration or related field is preferred.
• 4-5 years of experience in client support field or similar fields, with proven track record of communicating with customers.
• Fluent in English and Arabic (preferable).
• Highly developed interpersonal and communication skills.
• Customer service skills – ability to handle diverse customers.
• Strong knowledge and understanding internal & external rules and regulations.
• Strong ability to establish and maintain strong relationships with internal & external customers.
• Strong negotiation skills.
• Ability to handle pressure, cope with changes and work concurrently on multiple tasks.
• Strong PC and Microsoft Windows skills (Word/Excel/Outlook/PowerPoint/MS Access/MS Project), Freshdesk, SF & SAP.
• Proactive mindset, developed sense of responsibility, tasks ownership.
• Strong interpersonal skills and capability to work well within a team environment and independently.
• Positive attitude, detail and customer oriented with good multitasking, reporting and organizational ability.