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Job Description
- As a Customer Service Officer (CSO), you play a crucial role as the face of the gym in Bangalore. Your primary responsibility is to ensure a seamless and positive experience for both members and visitors. This includes handling inquiries, managing memberships, resolving issues, and maintaining a welcoming atmosphere at the gym. Your dedication to maintaining cleanliness and hygiene standards is essential to uphold the image of the center as "Always New" while embodying a "Happy to Help" attitude.
To excel in this role, you should have 0-2 years of experience in sales or customer service, preferably in fitness, hospitality, or retail industries. Your ability to conduct tours for potential members, guide new visitors, provide detailed facility tours, introduce trainers, and facilitate trial sessions is crucial in converting leads and increasing membership retention. Your performance will be measured based on metrics such as LMS adherence and CH-BT% (Trial/Walk-in conversion rate).
Member engagement and satisfaction are key aspects of your role. Regularly interacting with members, resolving queries, gathering feedback, and escalating concerns when necessary will contribute to member retention and overall customer satisfaction. Metrics like Member retention rate, Customer satisfaction (NPS), and Number of escalations per 100K footfall will be used to evaluate your performance in this area.
Compliance with documentation requirements, ensuring facility and equipment maintenance, and smooth daily operations are also part of your responsibilities. Your ability to monitor cleanliness, report facility issues promptly, and manage customer concerns effectively will be assessed through metrics such as ODIN ticket open % and On-time center opening %. Additionally, your proficiency in handling issues and conflict resolution, as well as adhering to safety and compliance regulations, will be evaluated based on specific KPIs.
A typical day as a CSO involves morning opening duties to ensure gym cleanliness and equipment functionality, member engagement activities, sales and renewals tasks, admin and CRM updates, peak-hour management, and closing duties to maintain facility cleanliness and safety checks.
By embodying the key responsibilities and maintaining high performance in the outlined KPIs, you will contribute significantly to the success of the gym and ensure a positive experience for all members and visitors.,
Skills
OperationsCustomer SatisfactionCustomer ServiceMaintenanceDaily OperationsMembership ManagementDocumentationCustomer ServiceFacility MaintenanceSafety RegulationsEquipment MaintenanceComplianceConflict ResolutionSalesIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
Cult.fit is a health and fitness company that offers a variety of services, including yoga, Zumba, strength training, and more. They also offer online fitness classes and a meal planning service.
Important dates & deadlines?
Application Deadline
17 Oct 25, 03:31 PM IST
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