Customer Service Officer

Role Overview

The Customer Service Officer (CSO) acts as the primary representative at the gym, dedicated to delivering an exceptional and smooth experience for members and visitors. This position involves handling inquiries, managing memberships, resolving issues, and fostering a friendly and helpful environment. Maintaining high standards of cleanliness and hygiene is also a key responsibility to keep the facility feeling fresh and inviting.

Key Responsibilities

• Conduct guided tours for prospective members, introducing them to gym facilities, trainers, and trial sessions.
• Ensure adherence to Learning Management System (LMS) protocols and achieve target conversion rates for trials and walk-ins into memberships.
• Proactively follow up with members whose memberships have expired or lapsed to encourage renewals and maintain a high retention percentage.
• Engage regularly with members to resolve their queries, collect feedback and escalate concerns appropriately, aiming to maximize customer satisfaction and reduce escalation volumes.
• Maintain compliance through thorough documentation, such as completing Wooqer reports, following safety guidelines, and effectively utilizing the Customer Relationship Management (CRM) system.
• Oversee facility and equipment upkeep by monitoring cleanliness levels, reporting issues via ODIN ticketing, and ensuring prompt resolution to maintain smooth daily operations.
• Ensure timely opening and closing of the center, assist with member check-ins, manage peak hour queries, and uphold overall gym operational standards.
• Address complaints and conflicts related to memberships, facilities, or equipment promptly and effectively to minimize disruptions and cancellations.
• Adhere strictly to fire safety and other compliance regulations, including timely reporting of any injuries and ensuring staff training compliance.
• Perform daily opening duties such as verifying gym cleanliness and equipment readiness, member assistance throughout the day including check-ins and queries, sales and membership renewals, administrative tasks, and closing procedures.

Performance Metrics

• Membership renewal and retention rates.
• Trial and walk-in conversion rates.
• Net Promoter Score (NPS) for member satisfaction.
• Compliance scores for Wooqer reporting and audits.
• Timeliness and quality of facility maintenance responses via ODIN ticketing.
• Number and handling success rate of escalations relative to footfall.
• Adherence to safety training and injury reporting requirements.

Skills and Attributes Needed

• Excellent communication and interpersonal skills to engage effectively with members and visitors.
• Strong organizational skills for managing multiple responsibilities including administration and compliance.
• Problem-solving abilities to address issues promptly and efficiently.
• Familiarity with membership management systems and CRM tools.
• Attention to detail in maintaining hygiene, safety, and operational standards.