Job
Description
Customer Service Officer (CSO) 6 DAYS WORKING - 1 ROTATIONAL SHIFTS AND ROTATIONAL WEEK OFF SHFIT TIMIES - 05:30 AM TO 02:30 PM - 2:30 PM TO 10:30 PM - STRAIGHT SHIFTS SPLIT SHIFTS - 05:30 AM TO 10:30 AM & 05:30 PM TO 10:30 PM 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. Location: Hyderabad Salary: ₹25K (Fixed) + Performance-Based Incentives + Cult Gym Membership+ Health insurence Experience Required: 0-2 years in sales/customer service (preferably in fitness, hospitality, or retail) Key Result Areas (KRA) & Key Performance Indicators (KPI) 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.
