Customer Relations Officer

SEVEN Wellness Club; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A premium wellness club in Dubai is seeking a Customer Relationship Officer to enhance member experiences. The role requires delivering excellent service, managing member inquiries and complaints, and promoting premium services. Ideal candidates should have 12+ years in customer service, a degree in a relevant field, and strong rapport-building skills. The position offers a competitive salary, full club access, and a supportive work culture.

Benefits

Competitive Salary based on experience

Full access to wellness club facilities

50% off in-house food and beverage at The Dose by Silvena

Opportunities for career growth across brands

Team-oriented environment that values well-being

Qualifications

• At least 12 years of experience in customer service, sales, or a similar role.
• Background in the fitness, hospitality, or service industry is a plus.

Responsibilities

• Serve as the primary point of contact for club members, addressing questions and feedback.
• Handle member complaints and resolve issues promptly.
• Assist with member onboarding, renewals, cancellations, and account management.
• Conduct guided tours for prospective members highlighting amenities and services.

Skills

Excellent verbal and written communication skills

Strong interpersonal skills

Conflict resolution skills

Emotional intelligence

Education

Bachelors degree in hospitality, customer service, business, or related field

Tools

Customer relationship management (CRM) software

Office tools

Job description

Overview

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 members' 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.

Requirements

• Bachelors degree in hospitality, customer service, business, or a related field (preferred)
• At least 12 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 by Silvena
• 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