Reports To:
Marketing Manager and Marketing Director
Company
World Padel Academy
Location
United Arab Emirates
About the Role
The Front Desk Customer Service / Care Executive is responsible for delivering a professional and welcoming first point of contact for visitors, callers, and prospective clients. The role ensures excellent customer experience, efficient enquiry handling, accurate administrative support, and smooth front desk and club operations in line with company standards
Key Responsibilities
• Greet all visitors in a professional and friendly manner, ensuring minimal wait times in the reception area.
• Act as the first point of contact for all incoming enquiries, managing and screening phone calls politely and professionally.
• Respond to general enquiries and redirect calls to the appropriate employees or departments to ensure timely resolution.
• Engage with assigned potential new clients generated through marketing and advertising channels, ensuring initial contact is completed within 12 hours of lead receipt and follow-up is carried out in line with company standards.
• Accurately record all client interactions, enquiries, and follow-up notes in the relevant system or records.
• Ensure payments are processed accurately and in line with company usage and financial policies.
• Maintain and update records of new enquiries and registrations, forwarding required details to the appropriate departments.
• Demonstrate proficiency in Playtomic, Padelmates, or similar booking and scheduling systems, ensuring accurate bookings, updates, and client information management.
• Support the coordination and execution of events, social sessions, leagues, and tournaments, including registrations, scheduling, and on-the-day front desk support.
• Liaise with coaches, operations, and management teams to ensure smooth delivery of tournaments and social events.
• Understand and report occupancy percentage totals for the previous day’s operations as required.
• Schedule, coordinate, and follow up on meeting requests, including booking conference rooms for confirmed meetings.
• Assist the support services team with general administrative tasks as needed.
• Maintain a clean, organised, and professional workstation at all times.
• Handle all customer and company information with confidentiality and professionalism. Key Skills & Competencies
• Strong communication and interpersonal skills
• Professional telephone manner
• Proficiency with booking and scheduling systems (Playtomic, Padelmates, or similar booking management platforms)
• High attention to detail and accuracy
• Ability to manage multiple tasks in a fast-paced environment
• Customer-focused mindset, with an ability to build and maintain relationships with clients
• Ability to follow processes, policies, and service standards consistently
• Fluency in English is required; additional language skills such as Arabic or Russian are considered a strong advantage Key Performance Indicators (KPIs)
• Lead Response Time:
o 100 percent of new advertising and marketing leads contacted within 12 hours of receipt.
• Customer Experience & Events Support:
o Consistent professional support during events, socials, and tournaments.
o Accurate handling of registrations, schedules, and participant enquiries.
• System & Booking Accuracy:
o High accuracy in bookings, event registrations, and updates within Playtomic or Padelmates.
• Administrative & Reporting Compliance:
o Timely completion of occupancy and daily operational reports.
o Adherence to payment, confidentiality, and data protection policies. What We Offer:
• Competitive salary package
• Opportunity to work in a dynamic and customer-focused environment
• Opportunities for professional growth and career progression
