Customer Relations Officer; Emiratization

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.

• 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.