Customer Relations Officer

Role overview

The Customer Relationship Officer is responsible for delivering an excellent experience for club members by creating strong connections, responding to questions and concerns, handling complaints, and encouraging use of premium offerings. The role focuses on attentive service, quick issue resolution, and building long-term member satisfaction and loyalty.

Member engagement and support

• Act as the main contact for club members and respond to questions, concerns, and feedback in a professional, considerate manner.
• Welcome members in a friendly way and provide tailored assistance so their visit feels smooth and effortless.
• Promote membership upgrades, class reservations, and premium services whenever appropriate.

Complaint handling

• Address complaints and work toward fast, effective solutions, escalating to management when needed.
• Check back with members after issues are raised to confirm they have been resolved to their satisfaction.

Membership administration

• Support onboarding for new members, renewals, cancellations, and general account-related tasks.
• Keep member information accurate and current in the system while protecting privacy and data security.

Cross-functional coordination

• Collaborate with sales, wellness, and operations teams to coordinate services and maintain clear communication.
• Assist with marketing activities by helping promote events, offers, and programs.

Tours and promotion

• Lead guided tours for prospective members and present the club’s premium facilities and services.
• Recommend relevant services to improve each member’s overall experience.

Retention focus

• Develop strong relationships with members to understand their wellness goals and keep them engaged.
• Spot members who may be at risk of leaving and take steps to improve their experience and retention.

Requirements

• A bachelor’s degree in hospitality, customer service, business, or a related discipline is preferred.
• At least 1–2 years of experience in customer service, sales, or a comparable role, ideally in a premium or luxury setting.
• Strong spoken and written communication skills.
• Good relationship-building and interpersonal skills.
• Ability to resolve conflicts and solve problems effectively.
• High emotional intelligence and a caring, empathetic approach.
• Comfort using CRM systems and standard office software.
• Experience in fitness, hospitality, or a service-based environment is an advantage.

Benefits

• Competitive pay based on experience and job responsibilities.
• Full access to the club’s facilities and classes.
• 50% discount on all in-house food and beverage items at The Dose Kitchen.
• Opportunities for growth across the wider group of brands.
• A supportive, team-oriented environment that values initiative, professionalism, and well-being.