Job Description

Roles & Responsibilities

PURPOSE OF THE ROLE:

Responsible for overall member retention by delivering the highest quality customer service by listening and responding to all members. Assists members with account maintenance and articulates an extensive knowledge of FitnGlam products and services. Anticipates member needs and interests and recommends programs, products and services appropriately. The Customer Service Executive helps maximize member retention by connecting each member to the right people, place and program.

KEY RESPONSIBILITIES

1. Ensuring Exceptional Member Service

· Greets and services members at the reception in a friendly and professional manner

· Responds attentively and promptly to member needs

· Initiates, develops and maintains positive relationships with all members and guests, knowing by name as many members as possible

· Answers and transfers phone calls in a timely and professional manner

· Anticipates member needs and interests and recommend programs, products and services appropriately.

· Schedules members accurately for programs and services accordingly

· Responds appropriately to questions and messages regarding member accounts

· Provide services that are above and beyond for customer satisfaction and retention

· To comply with all business communications and policies and adapt to any changes within the outlines timeframe. Always be aware of any club updates.

2. Member Retention

· Elevate the culture of service through outreach initiatives. Contact members via phone, email and in-club conversations, building relationships and engaging members within their areas of interest. All service conversations and appointments should be appropriately tracked in CSS

· Articulate extensive knowledge of FitnGlam Fitness programs, products, services, current club events, policies and procedures.

· Attend daily huddle

3. Managing the Member Experience

· Interacts with members and guest on a continuous basis to obtain feedback about their experience in the club; utilize feedback to recognize outstanding employee service performance and improve service delivery: emphasizes and holds leadership team accountable for addressing service failures or potential service failures and developing innovative ways to exceed member expectations.

· Aligns with other Fitness and Memberships team

· Serve as an expert on the FitnGlam Website, member portal and member booking services amongst others

4. Managing the Retail Shop

· Achieves Retail Target

· Upsells retail items

· Knowledgeable of the products

· Daily monitoring and replenishing stocks

5. Responsibilities of All Positions

· Supports and articulates the FitnGlam mission statement

· Adheres to company policies and procedures

· Ensures cleanliness of the club:

· Sight to ensure club is neat and orderly

· Sound to ensure music/sound levels are appropriate

· Touch to ensure floors, countertops, etc are clean and dry

· Smell to ensure the club is fresh and odor free

· Attends department meetings

· Responsible for the smooth daily operations at reception

· Perform the scheduled working hours and reporting to work on time. Ensure that the club opens on time and the CRM is ready to receive members

· Conducts daily calls to members under Default payment aiming at membership dues collection

· Ensure all cancellation requests, freezing and membership adjustments are directed to CRM Manager

· Must ensure all membership dues and payments are correctly entered into the system

· Meet deadlines and follows company processes and procedures

· Ensure cash up is correct at all times and any discrepancies recorded and explained in EOD

6. Customer Service

· Demonstrates positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers.

· Delivers excellent customer service to all club guests

· Creates the best first impressions

· Lives the brand

· Maintain open lines of communications with the team and be supportive of all departments

Desired Candidate Profile

Bachelor’s degree required; post-graduate degree preferred.

Computer skills – MS Office, internet, membership systems and CRM

EXPERIENCE

Minimum 1-Year Experience in a customer service related position in an established commercial fitness business

Proven experience in customer service in a reputable organization