Customer Relations Officer

Seven family; Dubai; On-site; AED 90,000 - 140,000; Full time

Job summary

Seven family in Dubai seeks a Customer Relationship Officer to deliver personalized service to club members, resolve inquiries and promote premium services.

You will greet members, manage onboarding and renewals, and collaborate with sales, wellness, and operations to ensure seamless member experiences.

The ideal candidate has 1-2 years in premium service, excellent communication, and CRM proficiency; background in hospitality is a plus.

Qualifications

• Bachelor's degree in hospitality, customer service, business, or a related field preferred.
• 1-2 years of experience in customer service, sales, or similar role, preferably in premium or luxury service.
• 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 CRM software and office tools.
• Background in fitness, hospitality, or service industry is a plus.

Responsibilities

• Serve as the primary point of contact for club members 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.
• 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 wellness goals and ensure engagement and retention.
• Identify at-risk members and implement strategies to enhance their experience.

Skills

Customer service

CRM software

Communication skills

Relationship building

Conflict resolution

Education

Bachelor's degree in hospitality or related field

Tools

CRM software

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.

Qualifications

• 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.