الوصف الوظيفي

Member Experience Staff - First Impressions Matter

The Member Experience Staff is the welcoming face of our branch, serving as the first point of contact for all members and guests. This role is instrumental in delivering a professional, customer-focused service that sets the tone for a positive branch environment.

Key Responsibilities:

Front Desk Service:

Greet every member and guest warmly and professionally.
Maintain a calm, positive demeanor.
Assist with check-ins, inquiries, and facility guidance.
Ensure the reception area is always clean and presentable.

Member Relations & Support:

Build positive relationships with members through engaging interactions.
Support members with account inquiries and other requests.
Handle sensitive situations with discretion and professionalism.
Monitor member feedback and escalate concerns promptly.

New Member Onboarding:

Assist in onboarding by preparing documents and conducting orientations.
Guide members through app setup and essential branch features.
Ensure a smooth, organized onboarding process.

Communication & Information Accuracy:

Maintain complete knowledge of schedules, promotions, and policies.
Communicate updates clearly to members and between departments.
Ensure consistent brand messaging in all member interactions.

Administrative Tasks:

Complete system entries and documentation accurately.
Process requests, forms, and updates as assigned.
Manage lost-and-found logs and member communications.
Ensure accurate and timely CRM entries.

Branch Ambiance & Coordination:

Monitor reception traffic to manage queues.
Report facility issues promptly.
Support management in executing events and service initiatives.
Maintain professional grooming standards and adhere to the dress code.

Requirements for the Role:

Minimum Qualifications:

Secondary-school certificate (high-school diploma).
Minimum 1 year of total work experience.
Basic competency in the duties of the role.

Preferred Qualifications:

Diploma or Bachelor's degree in Business Administration, Customer Service, Communications, or a related discipline.
Customer-service certifications.
Working proficiency in Arabic and English.

Key Skills: