Customer Relations Officer
SEVENJobsCloseBy Editorial Insights
SEVEN in Dubai is seeking a Customer Relationship Officer to deliver a superior member experience by building relationships, handling inquiries and complaints, and promoting premium services. As the primary contact, you’ll greet members, provide personalized support, drive upgrades, manage onboarding and renewals, and partner with sales, wellness, and operations while supporting marketing. The role requires prompt, empathetic issue resolution, accurate record keeping with privacy in mind, and strong CRM skills to boost engagement. Ideal candidates have 1–2 years in premium customer service, a hospitality or business background, excellent communication, and high emotional intelligence. To apply effectively, customize your resume with measurable member outcomes, emphasize conflict resolution and upsell wins, and show familiarity with CRM and data privacy; align your goals with SEVEN’s focus on retention and premium experiences.
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 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.
Requirements
- 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.