Customer Service Support

Seven Club; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

An established industry player is seeking a dedicated customer support specialist to enhance member engagement and satisfaction. This role involves answering queries, managing membership renewals, and ensuring seamless communication with members. The ideal candidate will possess excellent communication skills and a proactive approach to problem-solving. Join a vibrant team where your contributions will make a significant impact on member experiences in the wellness and hospitality sectors, and help foster a community of satisfied clients. If you are passionate about delivering exceptional service and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Excellent communication skills with a focus on professionalism and empathy.
• Proven experience in a customer service or back-office role.

Responsibilities

• Answer incoming calls and emails, providing tailored guidance for wellness services.
• Efficiently manage tickets related to complaints and inquiries.

Skills

Communication Skills

Organizational Skills

Multitasking

Problem-Solving

Customer Service Experience

Tools

Ticket Management Systems

CRM Software

Job description

Key Responsibilities:

1. Member and Lead Support:
   • Answer incoming calls, emails, and other communication from members and leads, offering tailored guidance and assistance for wellness services.
   • Ensure a high level of customer satisfaction by promptly addressing queries and resolving issues.
   • Provide members with clear and accurate information about services, policies, and wellness offerings.
2. Ticket Management:
   • Efficiently attend to tickets related to complaints and enquiries, ensuring timely and effective resolution.
   • Prioritise tickets based on urgency and severity, ensuring smooth workflow and member satisfaction.
   • Assign and escalate tickets to the relevant departments for further assistance and resolution when required.
3. Membership Renewals:
   • Proactively reach out to members whose memberships are approaching renewal, offering them assistance with the renewal process.
   • Provide clear, detailed information about membership benefits, newly available services, and wellness programmes to encourage renewals.
   • Ensure the renewal process is seamless, addressing any questions or concerns that may arise.
4. Customer Interaction and Follow-Up:
   • Maintain consistent communication with members to provide updates, request feedback, and improve overall satisfaction with the services.
   • Follow up on open cases or unresolved queries to ensure prompt and complete resolution.
   • Monitor the progress of member requests, ensuring no cases are left unresolved and all issues are handled with diligence and care.

Requirements:

• Excellent communication skills, both verbal and written, with a focus on professionalism and empathy.
• Organisational abilities and multitasking skills, capable of handling a high volume of tasks while maintaining attention to detail.
• Proficient in ticket management systems and customer relationship management (CRM) software.
• Problem-solving ability, with a solution-oriented mindset.
• Knowledge of wellness and hospitality services is an advantage.
• Ability to maintain confidentiality and adhere to data protection policies.
• Proven experience in a customer service or back-office role, ideally within wellness, hospitality, or a related industry.
• Experience with CRM and ticket management software.
• A proactive approach to member engagement, with a strong understanding of wellness industry trends.