Call Center Agent

Role Sales & Experience Consultant (Call Centre)

Department Sales & Member Experience Division Society Sport Center

Reporting To Sales Manager Direct Reports N/A

Role Purpose

The Sales & Experience Consultant (Call Centre) is responsible for delivering high-quality outbound and inbound sales and service interactions that support new member acquisition, retention, and overall member experience across the Society portfolio. Based at Head Office, this role acts as the first point of contact for prospective and existing members, owning the early stages of the sales funnel and ongoing service communication. While Call Centre Consultants do not close sales in-club, they are directly accountable for lead conversion, appointment setting, renewals support, and service excellence, ensuring a seamless handover to in-club Sales & Experience Consultants. The role combines commercial discipline, CRM accuracy, and customer-centric service, playing a critical role in driving club performance remotely.

Key Responsibilities

Sales, Leads & Appointment Generation

• Own the initial stages of the membership sales funnel including outbound lead contact, qualification, and appointment booking.
• Contact new and existing leads via phone, Whats App, email, and digital channels.
• Convert leads into qualified appointments for in-club Sales & Experience Consultants.
• Achieve daily, weekly, and monthly appointment and conversion targets.
• Ensure clear and accurate handover of prospect information to club-based teams.
• Support sales campaigns, promotions, referrals, and corporate lead follow-up.

CRM Discipline & Data Accuracy

• Maintain strong CRM hygiene including accurate records, call notes, and appointment updates.
• Adhere to lead response SLAs.
• Log all activity accurately to support forecasting and reporting.
• Provide reliable pipeline visibility to the Sales Manager.

Member Experience, Retention & Service Calls

• Conduct proactive service and experience check-in calls with new members.
• Support retention initiatives including renewal reminders, save, and win-back campaigns.
• Refer renewal opportunities to in-club teams for completion.
• Represent the brand professionally in all member interactions.

Inbound Calls, Queries & Complaint Handling

• Handle inbound calls from members and prospects efficiently and professionally.
• Respond to enquiries relating to memberships, access, services, and facilities.
• Resolve issues at first point of contact where possible.
• Escalate complaints appropriately in line with SOPs and follow through to closure.

Collaboration with In-Club Teams

• Work closely with in-club Sales & Experience Consultants to maximise appointment show rates.
• Share feedback on lead quality, objections, and outcomes.
• Support a joined-up member journey between Call Centre and club.

Standards, Compliance & Professionalism

• Adhere to SOPs, scripts, data protection, and brand standards.
• Maintain professionalism, confidentiality, and accuracy at all times.
• Meet individual KPIs relating to productivity, quality, and outcomes.
• Support continuous improvement initiatives within the Call Centre.

What Success Looks Like (KPIs)

• Lead contact and response rate.
• Lead-to-appointment conversion % .
• Appointment show rate.
• Appointments booked vs target.
• Renewal and retention call completion rate.
• Positive member feedback from service calls.
• CRM accuracy and SLA adherence.

Experience & Qualifications

• Experience in a call centre, telesales, or customer service role.
• Confident and professional telephone manner.
• Ability to work in a target-driven environment.
• High attention to detail and data accuracy.
• Comfortable handling objections and complaints.
• Experience using CRM systems and Microsoft Office.
• Arabic and English language skills preferred.
• Flexibility to work shifts, evenings, and weekends if required.

Key Competencies

• Sales & conversion mindset
• Customer experience focus
• CRM & data discipline
• Communication & influence
• Resilience & professionalism
• Organisation & time management
• Accountability & results orientation

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