Customer Relations Officer

SEVEN; Dubai; On-site; AED 134,000 - 201,000; Full time

Benefits offered by this job

Competitive Salary

Club Access

F&B Discount

Career Growth

Supportive Culture

Job summary

SEVEN Wellness Club in Dubai seeks a Customer Relationship Officer to build strong member relationships, resolve inquiries and complaints, and promote premium services. You will greet members, assist with onboarding and renewals, and coordinate with sales and operations to ensure a premium experience.

You will proactively engage members, promote club events and programs, and work to retain members through personalized service and attentive follow-up.

Qualifications

• Bachelor's degree in hospitality or related field (preferred).
• 1–2 years in customer service or similar, preferably in premium or luxury service.
• Excellent verbal and written communication.
• Strong interpersonal and relationship-building abilities.
• Conflict resolution and problem-solving skills.
• High emotional intelligence and empathy.
• Proficiency in CRM software and office tools.
• Background in fitness, hospitality, or service industry is a plus.

Responsibilities

• Serve as the primary contact for club members with professionalism and empathy.
• Greet members and provide personalized assistance for a seamless experience.
• Promote memberships, class bookings, and premium services.
• Handle complaints and resolve issues promptly.
• Follow up to ensure issue resolution and member satisfaction.
• Assist with onboarding, renewals, cancellations, and account management.
• Maintain accurate member records with data privacy and security.
• Collaborate with sales, wellness and operations to coordinate services.

Skills

Verbal communication

Written communication

Interpersonal skills

CRM software

Problem solving

Emotional intelligence

Data privacy

Education

Bachelor's degree (preferred)

Tools

CRM software

Office tools

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.
• 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.
• 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.

Requirements

• Bachelor's degree in hospitality, customer service, business, or a related field (preferred)
• At least 1-2 years of experience in customer service, sales, or a similar role, preferably in a premium or luxury service environment.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Conflict resolution and problem-solving skills.
• High emotional intelligence and empathy.
• Proficiency in customer relationship management (CRM) software and office tools.
• Background in the fitness, hospitality, or service industry is a plus.

Benefits

• Competitive Salary: Based on experience and role responsibilities
• Club Access: Full access to SEVEN Wellness Club facilities and classes
• F&B Discount: 50% off all in-house food and beverage items at The Dose Kitchen
• Career Growth: Opportunities to grow across SEVEN's expanding group of brands
• Supportive Culture: A team-oriented environment that values initiative, professionalism, and well-being