Customer Service Officer (CSO)

Role Overview: As a Customer Service Officer (CSO) at the gym, you will be the friendly face that ensures a seamless and positive experience for members and visitors. Your responsibilities will include handling inquiries, managing memberships, resolving issues, and maintaining a welcoming atmosphere. It will be your duty to maintain cleanliness and hygiene standards to uphold the center's "Always New" look and foster a "Happy to Help" attitude. Key Responsibilities: - Conducting tours for potential members: You will guide new visitors, provide detailed facility tours, introduce trainers, and facilitate trial sessions. Your performance will be measured based on LMS adherence and the CH-BT% (Trial/Walk-in conversion rate). - Membership Renewal & Retention: Your tasks will involve following up on expired/lapsed memberships and engaging members for renewals. Your success will be gauged by renewal percentage and Net Promoter Score (NPS). - Member Engagement & Satisfaction: You are expected to regularly interact with members, resolve queries, gather feedback, and escalate concerns when necessary. Your performance will be evaluated based on member retention rate, Customer satisfaction (NPS), and the number of escalations per 100K footfall. - Compliance & Documentation: Ensuring compliance with checklists such as Wooqer reporting, safety guidelines, and CRM usage is crucial. Your adherence will be measured by Wooqer compliance fill rate (>90%), and FLS audit score. - Facility & Equipment Maintenance: Monitoring cleanliness, reporting facility issues via ODIN tickets, and ensuring timely resolution are part of your responsibilities. Your success will be tracked through ODIN ticket open %, ODIN SLA breach rate, and AN audit score. - Smooth Daily Operations: You will be responsible for ensuring the gym is operational on time, managing check-ins, and assisting with customer concerns. Your performance will be assessed based on on-time center opening % and CH-BT% (Trial/Walk-in attendance). - Handling Issues & Conflict Resolution: Addressing complaints/escalations related to membership, facility, and equipment is crucial. Your effectiveness will be measured by escalations handled successfully and % class cancellations due to facility issues. - Safety & Compliance: Adhering to fire, safety, and compliance regulations, ensuring timely injury reporting, and staff training are essential. Your compliance will be evaluated based on adherence to FLS training and the number of injuries reported timely. Company Details (if available): The company emphasizes maintaining high standards of customer service, cleanliness, and safety to provide members and visitors with a positive and welcoming environment. Additionally, the company values continuous improvement and customer satisfaction to ensure a successful and thriving gym community. (Note: The Day in the Life of a CSO section has been omitted from the final JD as it contains specific daily routines rather than general job responsibilities.),