FitnGlam | Central Member Experience Agent, Dubai

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

Job summary

Arada is seeking a Central Member Experience Agent in Dubai to be the first point of contact for members, delivering exceptional service and effective resolution of inquiries. You will manage member communications across platforms and contribute to retention and satisfaction throughout the membership lifecycle.

With 1 year in contact/call center operations and 3+ years in customer service, you bring strong English, communication, and multitasking skills.

Qualifications

• English language proficiency required.
• Proven experience in customer service and contact/call center operations.
• Knowledge of the fitness industry is advantageous.

Responsibilities

• Handle member contact platforms with high service delivery.
• Answer inbound calls and route queries to relevant departments as needed.
• Meet pre-set targets and SLAs (first response, resolution timings, collections).
• Maintain ownership of calls throughout the member journey and follow up as needed.
• Follow scripts and know the company's products to offer appropriate solutions.
• Support members from joining through lifecycle with regular calls and check-ins.
• Provide product knowledge to recommend suitable solutions and services.
• Book club products and services via interaction platforms.
• Identify needs, research issues, resolve complaints, and provide solutions.
• Create and maintain member records.

Skills

English

Customer service

Communication

Multitasking

People skills

Job description

About us

FitnGlam is more than a fitness club. We're a community created by women, for women — a space designed to inspire, empower and help every member become the strongest, most confident version of herself.

Bringing together world-class fitness facilities, expert coaches, boutique classes and premium wellness experiences, we create an environment where women can focus on their health, wellbeing and personal goals.

Behind every FitnGlam experience is a passionate team committed to making our members feel welcomed, supported and inspired. As we continue to grow across the UAE, we're looking for talented people who share our energy, ambition and passion for creating exceptional experiences.

Join FitnGlam and be part of a community that's changing the way women experience fitness and wellbeing.

Role Purpose

The Central Member Experience Agent is the first person to present an exceptional impression of company to all active and prospective members. As the first point of contact, the CME Agent will answer all member enquiries effectively ensuring service excellence is delivered. The role of the CME Agent is to ensure the continued support to all members throughout the lifespan of their membership. Through regular contact, the CME Agent will contribute to the overall retention and satisfaction of company active and prospective members.

Key Responsibilities

• Responsible for member contact platforms handling with the highest level of service delivery.
• Answering inbound phone calls and ensuring that all enquiries are timely resolved or passed on to the relevant departments.
• Achieve pre-set targets and SLAs i.e. first response and resolution timings, monthly collections targets etc.
• Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation team.
• Follow communication scripts and use knowledge of the company's products and services to go off script when necessary.
• Responsible for supporting all members from the point of joining throughout the lifespan of their membership through regular contact / phone calls.
• Delivering exceptional product knowledge to be able to recommend appropriate solutions, alternatives, products and services to members.
• Booking of all club products and services via our interaction platforms and Member Services Desks.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Create and maintain record

What you'll bring

Skill, Knowledge & Experience

• At least 1 year in contact/call center operations
• 3+ years of experience in a Customer Service role
• Knowledge of the Fitness Industry will be advantageous.

SKILLS

• Languages - English (essential)
• Ability to multi-task and prioritize tasks.
• Enthusiastic and passionate about the fitness industry
• Must be customer centric and love people.
• A positive, can-do attitude; well-articulated
• Must be able to communicate effectively via a multiple communication methods.
• Numerate and confident in handling transaction

Using GenAI in Your Application Process

To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking, and how you approach real situations.

Why join Arada?

At Arada, you'll have the opportunity to contribute to projects that transform communities while working alongside talented professionals in a culture that values innovation, collaboration and continuous growth. We are committed to creating an inclusive workplace where everyone has the opportunity to thrive and make a meaningful impact.

Equal Opportunity Statement

Arada is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals and make employment decisions based on merit, experience and business needs.