Customer Relations Officer
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Key skills for this role
About the Role
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.
Key Skills for This Role
Responsibilities
- Serve as primary point of contact for club members, addressing questions and feedback
- Handle member complaints and resolve issues promptly, escalating when necessary
- Assist with member onboarding, renewals, cancellations, and account management
- Conduct guided tours for prospective members highlighting amenities
- Collaborate with sales, wellness, and operations departments
- Promote membership upgrades, class bookings, and premium services
- Build relationships to understand wellness goals and ensure retention
Requirements
- Experience in customer relations or similar role
- Strong communication and interpersonal skills
- Ability to handle complaints and resolve issues
- Proficiency in maintaining member records
Full Job Posting
Role Overview
- 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.
Key Responsibilities
- 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.
- Handle member complaints and resolve issues promptly, escalating to management when necessary.
- Follow up to ensure issues are resolved to the member’s satisfaction.
- Assist with member onboarding, renewals, cancellations, and account management.
- Maintain accurate member records in the system, ensuring data privacy and security.
- 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.
- Conduct guided tours for prospective members, highlighting the club’s premium amenities and services.
- Proactively recommend personalized services to enhance the member experience.
- Build strong relationships with members to understand their wellness goals and ensure a high level of engagement and retention.
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