Customer Service Officer

Role Overview

The Customer Service Officer acts as the primary point of contact at the gym, creating a smooth and welcoming experience for both members and visitors. This role combines member support, front-desk operations, membership management, and basic facility oversight. A strong service mindset, quick issue resolution, and consistent attention to cleanliness and hygiene are essential to keep the center feeling fresh and ready at all times.

Core Responsibilities

• Welcome prospective members, take them through the facility, introduce trainers, and support trial sessions.
• Track and support trial or walk-in conversions, while helping improve membership renewals and long-term retention.
• Follow up with members whose memberships have expired or lapsed and encourage renewals.
• Maintain regular communication with members, answer questions, collect feedback, and escalate unresolved concerns.
• Support member engagement and satisfaction by contributing to retention goals, customer experience scores, and escalation control.
• Complete required compliance documentation, including checklist-based reporting, safety adherence, and CRM updates.
• Keep cleanliness and hygiene standards in check, flag facility issues through the ticketing process, and ensure timely closure.
• Help the center open on time, manage check-ins, and support smooth daily operations throughout the day.
• Handle complaints and conflicts related to memberships, facilities, and equipment in a professional and timely manner.
• Follow fire, safety, and compliance rules, report injuries without delay, and support staff training on safety practices.
• Manage morning opening tasks, including cleanliness checks, equipment readiness, and overall facility preparedness.
• Assist with peak-hour member queries, service concerns, renewals, cancellations, and CRM/admin updates.
• Carry out closing responsibilities such as final cleanliness checks, safety verification, and end-of-day closure procedures.

Performance Focus Areas

• Trial and walk-in conversion performance
• Membership renewal and retention outcomes
• Member satisfaction and NPS improvement
• Escalation handling and resolution quality
• Checklist and CRM compliance
• Facility cleanliness, safety, and issue closure turnaround
• On-time opening and daily operational readiness

Required Approach

The ideal candidate should be customer-oriented, comfortable handling front-desk operations, and able to balance service, coordination, and light administrative responsibilities. Strong communication, problem-solving, and customer handling abilities are important for success in this position.

Skills Mentioned in Source

Customer service, operations coordination, and customer handling skills are central to the role.

Additional Information

The role is based in Hyderabad, Telangana, India and is a full-time, on-site position. The job emphasizes a “Happy to Help” mindset and the goal of keeping the center “Always New.”