Customer Service Executive (CSE)

Job Overview

As Customer Service Exective, you will play a pivotal role in ensuring the smooth operations of all academy programmes and communications. You will be the primary point of contact for handling enquires from all stakeholders, responsible for all academy administrative duties and lead and coordinate operations on IJF programmes.

Roles & Responsibilities

• Booking Management: Coordinate and manage all bookings for activities across all Academy programmes. Maintain accurate records of bookings, registrations and payments. Collaborate with coaches and management to resolve any conflicts or issues promptly.
• Customer Service: Serve as the first point of contact for new enquiries at Academy, providing detailed information on available programs, scheduling, and registration procedures. Respond promptly to enquiries via phone, email, or in-person interactions, offering exceptional customer service and personalized assistance.
• Audits and Quality Assurance: Conduct regular audits at sessions to ensure compliance with Academy standards and regulations. Evaluate the quality of services provided by coaches and assess the suitability of facilities for hosting programmes. Identify areas for improvement and provide feedback to the management to enhance the overall experience for students and stakeholders.
• Administrative Support: Provide administrative support to the operations team, including data entry, document management, and report generation. Assist in the development and implementation of operational policies, procedures, and guidelines to streamline processes and improve efficiency.
• Compliance: Work closely with the operations team collecting all needed compliance documents of providers. Reminding providers of any documents which are expiring and uploading new documents. Collate, store and organise all documents from providers to a shared drive for easy access and navigation.
• Coordinate: Lead, manage and monitor all operations in relation to programmes including but not limited to facility bookings, schedule management, stakeholders’ relations, client bookings and client retention. TheCustomer Service Executive will also ensure coaches have fulfilled all respective responsibilities towards these programmes including but not limited to completing registers, providing students reports, issuing kit and communicating in line with academy protocol.
• Reporting: Customer Service Executive will report to the Academy Manager.

Key Requirements

· High School Diploma or Equivalent qualification

· Fluency in English

· Arabic would be an advantage.

. Industry experience preferred.

· Certification or training in customer services, office administration or related areas.

· Flexibility: Adaptability to handle changing priorities, workload fluctuations, and evolving customer needs.

· Computer literacy: Proficiency in using computer applications such as MS Office Suite and customer relationship management (CRM) software.

Personal Competency

· Strong communication skills, both verbal and written, for effective interaction.

· Customer-centric approach, ensuring exceptional service delivery.

· Organizational prowess to manage tasks efficiently and prioritize effectively.

· Problem-solving abilities to address customer inquiries promptly and efficiently.

· Adaptability to changing priorities and evolving customer needs.

Working Hours

48 Hours across 6 days per week.

Job Type: Full-time

Pay: Up to AED5,000.00 per month

Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Sports Management Company: 1 year (Required)
• school: 1 year (Required)
• excel: 2 years (Required)

Willingness to travel:

• 75% (Required)

Work Location: In person