Member Experience Specialist – Retention & Support

Arada; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

WellFit is seeking a Central Member Experience Agent in Dubai to greet members and prospective clients with exceptional service. You will handle inquiries across platforms, resolve issues, and maintain ongoing member relationships to drive retention and satisfaction.

You will work in a fast-paced, customer-centric environment, leveraging product knowledge to recommend suitable solutions and ensure timely follow-ups and escalation where needed.

Qualifications

• 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.

Responsibilities

• Handle member contact platforms with the highest level of service delivery.
• Answer inbound phone calls and ensure inquiries are resolved or routed to relevant departments.
• Meet pre-set targets and SLAs (first response, resolution timings, monthly collections).
• Maintain ownership of calls throughout the lifecycle and follow up with escalation team.
• Follow communication scripts and use knowledge of WellFit products and services to provide solutions.
• Support all members from joining through the lifespan of their membership via regular contact.
• Deliver product knowledge to recommend appropriate solutions, alternatives, products and services.
• Book club products and services via interaction platforms and Member Services Desks; identify needs, resolve issues.
• Create and maintain daily problem records and remedial actions in the call-center database.

Skills

Multi-tasking

Customer-centric

Effective communication

Numeracy

Job description

WellFit is seeking a Central Member Experience Agent in Dubai to greet members and prospective clients with exceptional service. You will handle inquiries across platforms, resolve issues, and maintain ongoing member relationships to drive retention and satisfaction.

You will work in a fast-paced, customer-centric environment, leveraging product knowledge to recommend suitable solutions and ensure timely follow-ups and escalation where needed.