Job
Description
As a Customer Service Officer (CSO) at the gym in Gurgaon/Delhi/Noida, your role is crucial in providing a seamless and positive experience for members and visitors. You will be responsible for handling inquiries, managing memberships, resolving issues, and maintaining a welcoming atmosphere with a "Happy to Help" attitude. Key Responsibilities: - Conducting tours for potential members: Guide new visitors, provide detailed facility tours, introduce trainers, and facilitate trial sessions. Key Performance Indicators (KPIs): LMS adherence, CH-BT% (Trial/Walk-in conversion rate). - Membership Renewal & Retention: Follow up on expired/lapsed memberships, engage members for renewals. KPIs: Renewal %, Net Promoter Score (NPS). - Member Engagement & Satisfaction: Regularly interact with members, resolve queries, gather feedback, and escalate concerns where necessary. KPIs: 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. KPIs: Wooqer compliance fill rate >90%, FLS audit score. - Facility & Equipment Maintenance: Monitor cleanliness, report facility issues via ODIN tickets, and ensure timely resolution. KPIs: 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. KPIs: On-time center opening %, CH-BT% (Trial/Walk-in attendance). - Handling Issues & Conflict Resolution: Address complaints/escalations related to membership, facility, and equipment. KPIs: 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. KPIs: Adherence to FLS training, Number of injuries reported timely. In addition to these responsibilities, your day-to-day activities will include: - 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 procedure. Your dedication and attention to detail will contribute to the overall success of the gym and the satisfaction of its members and visitors.,
