Central Member Experience Executive

PURPOSE OF THE ROLE:The Central Member Experience Agent is the first person to present an exceptional impression of WellFit to all active and prospective members. As the first point of contact, the CME Agent will answer all member enquiries effectively ensuring service excellence is delivered. The role of the CME Agent is to ensure the continued support to all members throughout the lifespan of their membership. Through regular contact, the CME Agent will contribute to the overall retention and satisfaction of WellFit active and prospective members.KEY RESPONSIBILITIES:Responsible for member contact platforms handling with the highest level of service delivery.Answering inbound phone calls and ensuring that all enquiries are timely resolved or passed on to the relevant departments.Achieve pre-set targets and SLAs i.e. first response and resolution timings, monthly collections targets etc.Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team.Follow communication scripts and use knowledge of the company’s products and services to go off script when necessary.Responsible for supporting all members from the point of joining throughout the lifespan of their membership through regular contact / phone calls.Delivering exceptional product knowledge to be able to recommend appropriate solutions, alternatives, products and services to members.Booking of all club products and services via our interaction platforms and Member Services Desks identify customer needs, research issues, resolve complaints, and provide solutionsCreate and maintain record of daily problems and remedial actions taken, using call-center database.EXPERIENCEAt least 1 year in contact/call center operations3+ years of experience in a Customer Service roleKnowledge of the Fitness Industry will be advantageous.SKILLSLanguages – English (essential), Arabic (desirable)Ability to multi-task and prioritize tasks.Enthusiastic and passionate about the fitness industryMust be customer centric and love people.A positive, can-do attitude; well-articulatedMust be able to communicate effectively via multiple communication methods.Numerate and confident in handling transactionFemale candidates preferred