Customer Service Executive

Job Description

Customer Service Executive

Key Responsibilities-

• 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.

Requirements-

• 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