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 Newwith a Happy to Helpattitude.
- 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