Member Services Assistant

Key Responsibilities

1. Provide courteous and professional service to Club members and guests, maintaining good member relations at all times.
2. Attend to members’ enquiries, requests and feedback promptly, and coordinate with relevant departments where necessary.
3. Handle and resolve members’ complaints professionally and follow up to ensure satisfactory closure.
4. Operate the telephone switchboard, handle general enquiries and direct calls to the appropriate personnel.
5. Maintain accurate records of members’ requests, complaints and follow-up actions where required.
6. Assist with general administrative duties and the smooth daily operations of the Member Services Department.
7. Maintain confidentiality of members’ information and comply with Club policies, procedures and service standards.
8. Assist with Club events and activities when required.
9. Perform any other duties and responsibilities as assigned from time to time.

Key Competencies

• Good customer service and interpersonal skills.
• Pleasant, courteous and professional manner.
• Good verbal and written communication skills.
• Able to handle members’ complaints and difficult situations calmly and professionally.
• Good telephone etiquette.
• Able to work independently as well as part of a team.
• Good organizational and follow-up skills.
• Customer-oriented with a strong service mindset.
• Able to maintain confidentiality and exercise discretion.
• Proficient in basic computer and administrative skills.

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