Customer Relations Officer

SEVEN; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

SEVEN in Dubai seeks a Customer Relationship Officer to deliver personalized service, address inquiries and complaints, and promote premium memberships and services. You will engage members, manage onboarding and renewals, and collaborate with sales, wellness and operations to ensure an outstanding club experience.

The role focuses on member retention, data privacy, and promoting events, programs, and upgrades, with a proactive approach to elevate satisfaction and loyalty.

Responsibilities

• Serve as the primary point of contact for club members, addressing questions, concerns, and feedback with professionalism and empathy.
• Greet members warmly and provide personalized assistance to ensure a seamless experience.
• Actively promote membership upgrades, class bookings, and premium services.
• Handle member complaints and resolve issues promptly, escalating to management when necessary.
• Follow up to ensure issues are resolved to the member’s satisfaction.
• Assist with member onboarding, renewals, cancellations, and account management.
• Maintain accurate member records in the system, ensuring data privacy and security.
• Work closely with other departments (sales, wellness, and operations) to coordinate member services and ensure smooth communication.
• Support marketing initiatives by promoting events, offers, and programs.
• Conduct guided tours for prospective members, highlighting the club’s premium amenities and services.
• Proactively recommend personalized services to enhance the member experience.
• Build strong relationships with members to understand their wellness goals and ensure a high level of engagement and retention.
• Identify at-risk members and implement strategies to enhance their experience.

Job description

The Customer Relationship Officer (CRO) plays a vital role in ensuring a superior experience for club members by building strong relationships, handling inquiries and complaints, and promoting premium services. This position requires delivering personalized service, resolving issues effectively, and fostering member satisfaction and retention.

Key Responsibilities

Member Engagement and Support:

• Serve as the primary point of contact for club members, addressing questions, concerns, and feedback with professionalism and empathy.
• Greet members warmly and provide personalized assistance to ensure a seamless experience.
• Actively promote membership upgrades, class bookings, and premium services.

Complaint Resolution

• Handle member complaints and resolve issues promptly, escalating to management when necessary.
• Follow up to ensure issues are resolved to the member’s satisfaction.

Membership Management

• Assist with member onboarding, renewals, cancellations, and account management.
• Maintain accurate member records in the system, ensuring data privacy and security.

Collaboration

• Work closely with other departments (sales, wellness, and operations) to coordinate member services and ensure smooth communication.
• Support marketing initiatives by promoting events, offers, and programs.

Facility Tours And Promotions

• Conduct guided tours for prospective members, highlighting the club’s premium amenities and services.
• Proactively recommend personalized services to enhance the member experience.

Member Retention

• Build strong relationships with members to understand their wellness goals and ensure a high level of engagement and retention.
• Identify at-risk members and implement strategies to enhance their experience.