Customer Service Officer (CSO)

Job Description Job Summary: The Customer Service Officer (CSO) is the face of the gym, ensuring a seamless and positive experience for members and visitors. They handle inquiries, manage memberships, resolve issues, and maintain a welcoming atmosphere. The role also involves maintaining cleanliness and hygiene standards to ensure the center looks and feels "Always New" with a "Happy to Help" attitude. Key Result Areas (KRA) & Key Performance Indicators (KPI) | Key Responsibility | Supporting Actions | KPIs - Conducting tours for potential members | Guide new visitors, provide detailed facility tours, introduce trainers, and facilitate trial sessions | LMS adherence, CH-BT% (Trial/Walk-in conversion rate) - Membership Renewal & Retention | Follow up on expired/lapsed memberships, engage members for renewals | Renewal %, Net Promoter Score (NPS) - Member Engagement & Satisfaction | Regularly interact with members, resolve queries, gather feedback, and escalate concerns where necessary | Member retention rate, Customer satisfaction (NPS), Number of escalations per 100K footfall | -Compliance & Documentation | Ensure compliance with checklists such as Wooqer reporting, safety guidelines, and CRM usage | Wooqer compliance fill rate >90%, FLS audit score | -Facility & Equipment Maintenance | Monitor cleanliness, report facility issues via ODIN tickets, and ensure timely resolution | ODIN ticket open %, ODIN SLA breach rate, AN audit score | -Smooth Daily Operations | Ensure the gym is operational on time, manage check-ins, and assist with customer concerns | On-time center opening %, CH-BT% (Trial/Walk-in attendance) | -Handling Issues & Conflict Resolution | Address complaints/escalations related to membership, facility, and equipment | Escalations handled successfully, % class cancellations due to facility issues | -Safety & Compliance | Adhere to fire, safety, and compliance regulations; Ensure timely injury reporting and staff training | Adherence to FLS training, Number of injuries reported timely | A Day in the Life of a CSO - Morning Opening Duties: Ensure gym cleanliness, readiness, and equipment functionality. - Member Engagement: Welcome early members, assist with check-ins, answer queries. - Sales & Renewals: Conduct gym tours for walk-ins, follow up on potential memberships. - Admin & CRM Updates: Process renewals, cancellations, and track inquiries. - Peak Hour Management: Handle member queries, facility concerns, and escalations. - Closing Duties: Ensure facility cleanliness, safety checks, and closing procedures