Customer Support Executive

Client Interaction & Query Resolution Handle inbound calls, chats, emails, and WhatsApp queries from clients regarding services, bookings, and app usage. Provide timely and accurate information on programs, memberships, schedules, and billing. Service Support & Issue Escalation Resolve service-related concerns with empathy and efficiency. Escalate unresolved issues to relevant internal teams (e.g., tech, operations, or trainers) and ensure follow-up until closure. Onboarding Assistance Guide new clients through the onboarding process—helping them understand their workout plan, trainer access, and app functionality. Coordinate with the nutrition and training teams to ensure smooth handover and communication. Feedback Management Collect, document, and share client feedback regularly to improve services and enhance the customer experience. Initiate feedback calls post-session or post-purchase to assess client satisfaction. Retention & Relationship Building Engage proactively with existing clients to promote continued usage and renewals. Build rapport with clients to foster loyalty and trust. CRM & Data Entry Maintain accurate client records, communication logs, and service issues using Hobfit’s CRM system. Track customer journeys, engagement levels, and areas of concern for internal reporting. Cross-Team Coordination Liaise with dietitians, fitness coaches, tech support, and operations to address client-specific needs or special cases. Knowledge of Hobfit Products & Services Stay updated on all ongoing offers, service changes, and platform updates to communicate effectively with clients. Upsell or guide clients toward additional services (e.g., premium plans, wellness packages) where appropriate. Shift & SLA Management Adhere to shift timings, SLAs (response time, resolution time), and support KPIs set by the management. Maintain professionalism and empathy during all interactions.