Customer Relations Officer
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Key skills for this role
About the Role
SEVEN Wellness Club seeks a Customer Relations Officer to ensure superior member experiences. You will handle inquiries, resolve complaints, promote services, and assist with membership management.
Key Skills for This Role
Responsibilities
- Serve as primary point of contact for club members, addressing questions, concerns, and feedback
- Greet members warmly and provide personalized assistance
- Actively promote membership upgrades, class bookings, and premium services
- Handle member complaints and resolve issues promptly
- Assist with member onboarding, renewals, cancellations, and account management
- Maintain accurate member records in the system
- Conduct guided tours for prospective members
- Build strong relationships with members to understand their wellness goals
Requirements
- Bachelor’s degree in hospitality, customer service, business, or related field (preferred)
- At least 1–2 years of experience in customer service, sales, or similar role, preferably in premium or luxury service environment
- Excellent verbal and written communication skills
- Strong interpersonal and relationship building abilities
- Conflict resolution and problem solving skills
- Proficiency in CRM software and office tools
Full Job Posting
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.
- 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.
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.
Benefits
- Competitive Salary: Based on experience and role responsibilities
- Club Access: Full access to SEVEN Wellness Club facilities and classes
- F&B Discount: 50% off all in house food and beverage items at The Dose Kitchen
- Career Growth: Opportunities to grow across SEVEN’s expanding group of brands
- Supportive Culture: A team oriented environment that values initiative, professionalism, and well being
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