Customer Service Support

3 weeks ago


Dubai, Dubai, United Arab Emirates Seven Club Full time
Key Responsibilities:
  1. Member and Lead Support:
    • Answer incoming calls, emails, and other communication from members and leads, offering tailored guidance and assistance for wellness services.
    • Ensure a high level of customer satisfaction by promptly addressing queries and resolving issues.
    • Provide members with clear and accurate information about services, policies, and wellness offerings.
  2. Ticket Management:
    • Efficiently attend to tickets related to complaints and enquiries, ensuring timely and effective resolution.
    • Prioritise tickets based on urgency and severity, ensuring smooth workflow and member satisfaction.
    • Assign and escalate tickets to the relevant departments for further assistance and resolution when required.
  3. Membership Renewals:
    • Proactively reach out to members whose memberships are approaching renewal, offering them assistance with the renewal process.
    • Provide clear, detailed information about membership benefits, newly available services, and wellness programmes to encourage renewals.
    • Ensure the renewal process is seamless, addressing any questions or concerns that may arise.
  4. Customer Interaction and Follow-Up:
    • Maintain consistent communication with members to provide updates, request feedback, and improve overall satisfaction with the services.
    • Follow up on open cases or unresolved queries to ensure prompt and complete resolution.
    • Monitor the progress of member requests, ensuring no cases are left unresolved and all issues are handled with diligence and care.
Requirements
  • Excellent communication skills, both verbal and written, with a focus on professionalism and empathy.
  • Organisational abilities and multitasking skills, capable of handling a high volume of tasks while maintaining attention to detail.
  • Proficient in ticket management systems and customer relationship management (CRM) software.
  • Problem-solving ability, with a solution-oriented mindset.
  • Knowledge of wellness and hospitality services is an advantage.
  • Ability to maintain confidentiality and adhere to data protection policies.
  • Proven experience in a customer service or back-office role, ideally within wellness, hospitality, or a related industry.
  • Experience with CRM and ticket management software.
  • A proactive approach to member engagement, with a strong understanding of wellness industry trends.
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