Customer Service Executive
Skills
About This Role
Job Description
We are seeking a dynamic and customer-focused
Customer Service Executive
to join our team.
This role serves as the face of the club and plays a key part in delivering exceptional member experiences.
The ideal candidate will be proactive, professional, and passionate about engaging members in our programs and services while ensuring smooth day-to-day front desk operations.
-
- Welcome and assist all members and visitors in a warm and professional manner.
- Manage member check-ins, bookings, and membership inquiries efficiently.
- Respond to phone calls, emails, and walk-in inquiries regarding services, programs, and schedules.
- Conduct monthly follow-up calls with active members to ensure satisfaction and engagement.
- Guide and monitor members entering classes to ensure capacity limits are respected.
- Confirm member eligibility for specific classes and activities in coordination with instructors.
- Promote club programs, activities, events, and services to increase member participation.
- Build and maintain professional relationships by providing accurate and timely information.
- Handle member concerns and resolve issues promptly; escalate unresolved matters to the appropriate supervisor.
- Receive and report complaints or incident information to management as required.
- Ensure members and guests follow safety guidelines within the facility.
- Maintain familiarity with facility equipment, perform basic adjustments when needed, and report damages.
- Check and replenish first aid, medical, and operational supplies regularly.
- Maintain an organized and presentable reception area with up-to-date promotional materials.
- Support club events and promotions by delivering accurate information to members and guests.
- Collaborate with internal departments (Fitness, Aquatics, Spa, etc.) to ensure seamless customer service.
- Maintain confidentiality and professionalism when handling member data and concerns.
-
- Strong communication and interpersonal skills
- Customer-service oriented with a positive and proactive attitude
- Ability to multitask and work in a fast-paced environment
- Professional appearance and demeanor
- Problem-solving skills with the ability to handle complaints effectively
- Basic administrative and computer skills
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