Customer Service Officer

Role overview

The Customer Service Officer is responsible for representing the gym on the front line and making sure members and visitors enjoy a smooth, welcoming experience. This role combines customer interaction, basic operations support, membership assistance, issue resolution, and upkeep of the center’s cleanliness and hygiene so the facility always feels fresh and ready. The expected service approach is friendly, proactive, and helpful.

Core responsibilities

• Welcome prospective members, take them around the facility, explain the amenities, introduce trainers, and support trial sessions.
• Track and support trial or walk-in conversions, and help maintain membership renewal and retention performance.
• Connect with members regularly, respond to questions, collect feedback, and escalate unresolved matters when needed.
• Work on member satisfaction and loyalty by improving engagement, renewal outcomes, and retention.
• Follow the required CRM, reporting, and documentation processes, including checklist-based compliance and safety-related records.
• Maintain cleanliness, monitor the condition of the facility and equipment, and raise maintenance issues through the proper ticketing process for timely closure.
• Support day-to-day gym operations, including opening on time, managing check-ins, and assisting customers throughout the day.
• Handle complaints and conflicts related to memberships, the facility, or equipment and work toward quick and effective resolution.
• Follow safety, fire, and compliance requirements, and ensure any injuries are reported promptly along with relevant team training support.
• Carry out opening and closing duties such as readiness checks, hygiene checks, equipment verification, and end-of-day closure procedures.
• Manage admin updates related to renewals, cancellations, and customer interactions.

Performance focus

The role is measured across several service and operations outcomes, including conversion from trials or walk-ins, renewal percentage, retention, member satisfaction, escalation levels, compliance completion, audit scores, ticket resolution speed, on-time center opening, and safe handling of incidents.

Requirements

• Strong customer handling and communication ability.
• Comfort with operational coordination and basic administrative work.
• Ability to manage member queries, complaints, and escalations calmly.
• Attention to cleanliness, hygiene, safety, and facility standards.
• Willingness to follow CRM processes, reporting routines, and compliance checklists.
• Ability to support tours, renewals, and member engagement activities.
• Structured approach to daily opening, peak-hour, and closing responsibilities.

Additional information

The work environment expects a consistently helpful attitude and a strong focus on keeping the center “Always New” for members and visitors. The role also involves maintaining a smooth experience during busy hours and making sure operational standards are upheld throughout the day.

A day in the role

Typical work includes starting the day with cleanliness and equipment checks, welcoming early visitors, assisting with check-ins and queries, conducting tours for interested members, following up on memberships, updating admin records, handling peak-hour concerns, and completing closing and safety checks at the end of the day.