Customer Service Officer

Job Description

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. Location: Hyderabad/BLR/NCR/Mumbai,Pune/ Chennai - Salary: ₹25K (Fixed) + Performance-Based Incentives - Experience Required: 0-2 years in sales/customer service (preferably in fitness, hospitality, or retail) 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