Customer Relations Officer

About the role

The Customer Relations Officer ensures a superior experience for club members by building strong relationships, handling inquiries and complaints, and promoting premium services. This role focuses on personalized service, issue resolution, and member satisfaction to drive retention.

Key responsibilities

• Serve as the primary point of contact for members, addressing questions, concerns, and feedback with professionalism and empathy.
• Handle member complaints promptly, escalating to management when necessary and following up to ensure satisfaction.
• Assist with member onboarding, renewals, cancellations, and maintain accurate records while ensuring data privacy.
• Collaborate with sales, wellness, and operations teams to coordinate services and support marketing initiatives.
• Conduct guided tours for prospective members, highlighting premium amenities and recommending personalized services.
• Build strong relationships to understand wellness goals, identify at‑risk members, and implement retention strategies.

Required profile

• Professionalism and empathy when interacting with members.
• Strong communication skills for handling inquiries and complaints.
• Attention to data privacy and accuracy in record‑keeping.

Required skills