Customer Service Specialist

Role purpose

Own the client relationship end-to-end. Convert first contact into long-term loyalty. Protect the brand experience at every touchpoint. This is not a passive service role; it is a revenue-impacting, relationship-driven position.

Key responsibilities

Act as the first and last point of contact for clients (in-person, phone, WhatsApp, email).

Manage enquiries, bookings, rescheduling, cancellations, and waitlists with precision.

Convert enquiries into trials, packages, and memberships. Follow up relentlessly.

Manage the online purchases and their shipment process.

Maintain high client retention through personalized communication and proactive outreach.

Handle complaints and sensitive situations calmly, firmly, and with brand alignment.

Build and maintain accurate client profiles in the CRM. No gaps, no assumptions.

Coordinate closely with instructors and management to ensure flawless service delivery.

Oversee closely with cleaning team performance to ensure flawless service delivery.

Support launches, events, workshops, and promotions with targeted client communication.

Monitor client feedback and identify patterns, not just isolated issues.

Uphold confidentiality and professional standards at all times.

Commercial accountability

Meet and exceed conversion targets (enquiry trial package).

Support upselling and cross-selling in line with client needs, not pressure tactics.

Contribute to monthly revenue and retention KPIs.

Profile

Strong communication skills: clear, confident, and emotionally intelligent in Arabic and English

Sales-aware mindset without being transactional.

High attention to detail and strong organizational skills.

Comfortable with CRM systems, booking platforms, and digital communication tools.

Calm under pressure. Solution-oriented, not defensive.

Personal attributes

Naturally service-driven, but with boundaries.

Assertive, professional, and brand protective.

Anticipates problems instead of reacting to them.

Understands that consistency builds trust more than charm.

Reporting line

Reports to: Studio Director