Customer Service Officer

Job Purpose

The role is responsible for establishing and maintaining positive relationships with customers, welcoming visitors, and and providing assistance as required. The role also provides support in basic administrative duties to ensure smooth daily operations.

Key Responsibilities

Customer Service & Front Desk

• Greet all students, members, and potential members when they enter the lobby and assist visitors in a timely manner.

• Manage telephone calls professionally, take and relay messages, redirect calls to appropriate staff, and respond to enquiries about the company and its services.

• Manage WhatsApp messages and enquiries efficiently, document requests, confirm orders, and respond to customer questions.

• Maintain a visitor registry and ensure accurate records.

• Respond to customer enquiries regarding products, services, special offers, billing policies, and other customer service-related matters in person, via phone, email, or messaging platforms.

• Effectively communicate member or operational issues to the appropriate staff.

Administrative & Operational Support

• Organize and maintain files, records, and updated documents including guest and external instructor profiles.

• Oversee sorting and distribution of incoming mail and prepare outgoing mail, packages, and envelopes.

• Maintain records of staff movement within the premises to ensure calls and visitors are directed appropriately.

• Manage meeting rooms including scheduling, preparation, and ensuring cleanliness and readiness.

• Maintain office inventories including stationery, consumables, and front desk supplies.

• Perform clerical and administrative support such as photocopying, filing, typing, and data entry as directed by the Line Manager.

• Record meeting minutes when required.

Membership, Sales & System Management

• Process payments for memberships, classes, and retail sales.

• Organize bookkeeping documentation and issue invoices to customers.

• Manage equipment reservations for members.

• Maintain accurate membership and class records in the Customer Relationship Management (CRM) system.

• Oversee sales of on-site storage and office rentals.

Facilities & Operations Support

• Ensure a safe environment by understanding and enforcing makerspace rules and policies.

• Prepare class materials for instructors and support them during classes when required.

• Maintain a clean and organized front desk, retail lobby, kitchen, and break areas.

• Manage retail area operations including inventory, ordering, and merchandising.

• Assist facilities staff with shop tours when required.

• Complete daily shift checklists and end-of-shift reports.

• Support operations at third-party premises when required.

• Operate office equipment such as printers, photocopiers, POS machines, and lamination machines.

• Perform any other duties assigned by the Direct Manager.

Qualifications

Education

• Minimum High School Diploma required.

• Diploma or Bachelor’s Degree in any discipline with relevant experience preferred.

Work Experience

• Minimum 1 year of experience as a Receptionist or in a customer service-related role.

• Experience in administrative, retail, hospitality, or restaurant environments preferred.

• Experience in health club, salon, or hospitality services is strongly preferred.

• Familiarity with the maker or creative community is an advantage.

Knowledge & Skills

• Sound knowledge of reception-related duties and administrative support functions.

• Strong customer service skills with the ability to identify and meet customer needs.

• Proficiency in Microsoft Office, Google tools, and Customer Management software.

• Exceptional verbal and written communication skills.

• Fluency in English and Arabic (spoken and written) preferred.

• Excellent organizational, multitasking, and time management abilities.

• Professional appearance with a positive and friendly attitude.

• Ability to build relationships easily and create a welcoming environment.

• Strong problem-solving skills and adaptability to change.