Customer Relations Officer

About the role

The Customer Relations Officer (CRO) ensures a superior experience for members of SEVEN Wellness Club by building strong relationships, handling inquiries and complaints, and promoting premium services. This role combines personalized service with proactive member engagement to drive satisfaction and retention.

Key responsibilities

• Serve as the primary point of contact for club members, addressing questions, concerns, and feedback with professionalism and empathy.
• Promote membership upgrades, class bookings, and premium services while providing guided tours for prospective members.
• Handle and resolve member complaints promptly, escalating to management when necessary and following up to ensure satisfaction.
• Assist with member onboarding, renewals, cancellations, and maintain accurate records in the CRM system.
• Collaborate with sales, wellness, and operations teams to coordinate services and support marketing initiatives.
• Identify at‑risk members and implement retention strategies based on their wellness goals.

Required profile

• Bachelor’s degree in hospitality, customer service, business or a related field (preferred).
• 1–2 years of experience in customer service, sales or a similar role, preferably in a premium or luxury environment.
• Excellent verbal and written communication, strong interpersonal and relationship‑building abilities.
• High emotional intelligence, empathy and proven conflict‑resolution skills.

Required skills

• Proficiency with customer relationship management (CRM) software.
• Competence in standard office tools (e.g., Microsoft Office).

What we offer

• Competitive salary based on experience.
• Full access to SEVEN Wellness Club facilities and classes.
• 50% discount on all in‑house food and beverage items at The Dose by Silvena.
• Opportunities for career growth across SEVEN’s expanding group of brands.
• A supportive, team‑oriented culture that values initiative, professionalism and well‑being.