Customer Service Training, Quality
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Key Responsibilities
Customer Service Training & Coaching
• Deliver engaging customer service training sessions and practical workshops
• Coach front-line staff on communication, member handling and service etiquette
• Train teams on handling complaints, difficult conversations and service recovery
• Identify individual and team training needs based on member feedback and service results
• Provide continuous feedback, guidance and on-the-floor coaching Member Experience & Performance Development
• Create and follow up on service development plans for teams and individuals
• Monitor service performance using member feedback, reviews, complaints and satisfaction scores
• Support Club Managers and team leaders in building strong, member-focused teams
• Help build a positive, welcoming and service-driven culture across our clubs Service Auditing & Quality
• Conduct regular service audits, mystery visits and quality checks across clubs
• Ensure customer service standards, procedures and company policies are consistently followed
• Review member interactions across front desk, phone, WhatsApp and other channels
• Identify gaps, inconsistencies and opportunities to improve the member journey
• Provide clear feedback and action plans following audits
• Follow up to ensure corrective actions are implemented and sustained 👤 What We're Looking For
• Previous experience in Customer Service Training, Quality Assurance, Service Auditing or a similar role
• A genuine passion for delivering excellent customer experiences
• Strong communication and presentation skills
• Excellent coaching and people-development skills
• Strong attention to detail and analytical thinking
• Ability to turn member feedback and audit findings into practical improvements
• A hands-on, positive and motivating approach
• Ability to work closely with different teams and departments
• Fluency in Arabic and English is a strong advantage
• Experience in fitness, hospitality, retail or a similar member-facing environment is a plus If you're passionate about great service, developing people and creating member experiences that keep people coming back, we'd love to hear from you. 💪
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