Customer Service Officer

About the Role

The Customer Service Officer (CSO) serves as the primary representative of the gym, guaranteeing a smooth and positive experience for both members and visitors. This role encompasses managing inquiries, membership activities, resolving member issues, and maintaining a welcoming environment. Further, the CSO ensures the gym premises is kept clean and upholds hygiene standards so that the facility consistently reflects the ethos of "Always New" and the attitude of being "Happy to Help."

Key Responsibilities

• Conduct guided tours for prospective members, introducing facilities, trainers, and arranging trial sessions.
• Ensure adherence to Learning Management Systems (LMS) and achieve targets related to trial-to-membership conversion rates (CH-BT%), membership renewals, and retention.
• Perform follow-ups with expired or lapsed members to encourage renewals, aiming for high renewal percentages and member satisfaction scores (Net Promoter Score).
• Interact regularly with members to address queries, collect feedback, and escalate critical issues appropriately, tracking member retention and escalation metrics.
• Ensure compliance with operational checklists including Wooqer reports, safety protocols, and customer relationship management usage, maintaining a compliance fill rate above 90%.
• Oversee facility and equipment upkeep by monitoring cleanliness, reporting issues through ODIN ticketing system, and ensuring timely resolution to support smooth daily operations.
• Manage timely opening of the gym facility, assist with member check-ins, and promptly resolve customer concerns.
• Handle complaints and conflict resolution related to membership, facility, or equipment effectively, minimizing escalations and class cancellations due to facility issues.
• Adhere strictly to safety, fire, and compliance regulations, ensuring timely injury reporting and staff training compliance.
• Perform daily opening duties including preparing the gym for operations, managing member engagement during peak hours, administering sales and membership renewals, handling administrative CRM updates, and conducting closing procedures to maintain safety and cleanliness at the end of each day.

Required Skills and Expertise

Effective customer service and communication abilities, operational management experience, familiarity with membership lifecycle management, complaint handling, safety compliance, and facility maintenance are essential for success in this role.