Multi-Site Member Care & Retention Specialist

World Gym; Sydney; Sur place; AUD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Staff membership

Performance bonuses

Impactful role

Team environment

Career growth

Three-location role

Résumé du poste

World Gym Chullora, Penrith and Melrose Park seeks a dedicated Customer Service & Member Care Officer to deliver exceptional service and actively manage member accounts across three clubs. You will handle overdue payments, cancellations and inquiries, aiming to retain members and enhance the overall experience.

You will engage with members, communicate clearly, and collaborate with club management to support a welcoming, solution-driven culture across all locations.

Qualifications

• Experienced in customer service, account management, collections or a similar role.
• Confident speaking with customers about overdue payments and sensitive account matters.
• Strong communicator who can build rapport quickly.
• Comfortable making outbound calls and following up consistently.
• Highly organised and able to manage multiple priorities across three locations.
• Solutions-focused, resilient and able to handle challenging conversations professionally.
• Commercially minded with a strong focus on recovery and retention outcomes.
• Confident using CRM systems, membership software and Microsoft Office.
• Able to travel between Chullora, Penrith and Melrose Park as required.

Responsabilités

• Act as a key contact for members across three World Gym locations.
• Respond to member enquiries professionally and promptly.
• Resolve member concerns with empathy and a solutions-focused approach.
• Build strong relationships with members to provide a consistently positive experience.
• Proactively contact members regarding overdue accounts and outstanding payments.
• Work with members to establish suitable payment solutions and bring accounts up to date.
• Follow up outstanding accounts consistently and maintain records of communications.
• Identify members at risk of cancelling and engage to improve their experience.
• Manage membership cancellations and changes professionally and efficiently.
• Contribute to improving overall member retention across all three clubs.

Connaissances

Customer service

Account management

Collections

Retention

CRM systems

Microsoft Office

Outbound calls

Multi-site coordination

Outils

CRM systems

Membership software

Microsoft Office

Description du poste

World Gym Chullora, Penrith and Melrose Park seeks a dedicated Customer Service & Member Care Officer to deliver exceptional service and actively manage member accounts across three clubs. You will handle overdue payments, cancellations and inquiries, aiming to retain members and enhance the overall experience.

You will engage with members, communicate clearly, and collaborate with club management to support a welcoming, solution-driven culture across all locations.