Customer Service Officer

Pinnacle Performance; Hong Kong; On-site; HKD 216,000 - 288,000; Full time

Benefits offered by this job

MPF

Paid annual leave

Personal development fund

Medical insurance

Job summary

Pinnacle Performance is seeking a Customer Service Officer to support employees at an in-house gym. You will handle front desk duties, memberships, billing, and data reporting while coordinating vendors and events. This role integrates operations, marketing, and finance tasks in a dynamic corporate setting.

The ideal candidate has a university degree and at least 3 years in a customer-facing role, with English and Cantonese fluency. Mandarin helpful.

Qualifications

• University degree or equivalent is required.
• Minimum 3 years in a customer-facing role, preferably in finance, hospitality, or office environments.
• Proficient with Apple and Google Workspace; comfort with macOS and Windows.
• Excellent written and spoken English and Cantonese.
• Mature, well-organised, service-minded, and able to work under pressure.

Responsibilities

• Front Desk Excellence: manage front desk operations and provide high-quality customer service to members in-person and online.
• Lifecycle Management: manage memberships, including creating, suspending, terminating, and processing bookings.
• Billing & Payments: organise monthly billing and ensure timely payments on due dates.
• Inquiry Resolution: respond promptly to member enquiries.
• Visitor & Facility Access: coordinate visitor access and vendor invoices.
• Utility & Subscription Management: manage service providers and renewal of subscriptions.
• Contractor Scheduling: arrange freelance contractors as needed.
• Insurance Administration: manage team group medical policies.
• Data Tracking: update data trackers daily (member stats, tasks, responsibilities).
• Reporting & Analytics: generate revenue and attendance reports and translate data clearly.
• Meeting Coordination: prepare meeting agendas.
• Collateral & Presentation: assist marketing with materials and event presentations.
• Event Management: assist with event planning and execution.

Skills

Customer service

Administrative tasks

Billing & invoicing

Data tracking

Vendor coordination

English communication

Cantonese language

Education

University degree

Tools

Apple devices

Google Workspace

macOS

Windows

Job description

CUSTOMER SERVICE OFFICER

Reporting to: Corporate Operations Manager, Senior Management and Pinnacle Directors

KEY ROLE OBJECTIVES

The incumbent Customer Service Officer will be responsible for providing best-in-class service to the employees of a global investment firm at their in-house gym. This role involves supporting the Operations Manager and Directors by executing comprehensive administrative tasks, financial and data tracking, event planning, vendor coordination, and marketing activities to ensure smooth, daily facility operations.

CORE RESPONSIBILITIES

Customer Service & Membership Management

• Front Desk Excellence: Manage front desk operations and provide high-quality customer service to members both in-person and online.
• Lifecycle Management: Serve as the primary point of contact for member interactions regarding our service offering, including creating, suspending, terminating, and processing memberships, as well as assisting with session bookings.
• Billing & Payments: Organise monthly billing, set up and cancel repeating invoices, and ensure all member payments are made in a timely manner on their respective due dates.
• Inquiry Resolution: Manage and respond promptly to all member enquiries.

Operations, Vendor & Contractor Management

• Visitor & Facility Access: Organise, facilitate, and manage visitors to the facility, including working with vendors, organising their facility access, and processing their invoices.
• Utility & Subscription Management: Coordinate and communicate with outside service providers (e.g., Now TV, Netvigator), process their payments, and ensure the timely renewal of subscriptions.
• Contractor Scheduling: Schedule and arrange freelance contractors to provide their services to the facility as required.
• Insurance Administration: Process and administer the team's group medical insurance policies.

Reporting, Data & Financial Control

• Data Tracking: Conduct daily updates of data trackers, including member statistics, team tasks, and team responsibilities.
• Reporting & Analytics: Data extraction from various sources. Generate revenue and member attendance reports, translating data into clear format as required by the firm.

Team Support & Administrative Efficiency

• Meeting Coordination: Prepare and create detailed meeting agendas.

Marketing, Events & Strategy

• Collateral & Presentation: In cooperation with the marketing team, assist the Operations Manager and coaching team with creating marketing materials and event presentations.
• Event Management: Assist directly with event organisation and management.
• General Duties: Perform other duties in connection with or incidental to any of the above tasks as requested by the Company.

QUALIFICATIONS AND REQUIREMENTS

Essential:

• Education: University degree.
• Experience: Minimum 3 years of work experience in a customer-facing role, ideally within the financial sector, hospitality, or a corporate office environment.
• Software Proficiency: Able to operate Apple and Google Workspace (including Google Sheets), proficient in using macOS and Windows.
• Language Skills: Excellent command of written and spoken English and Cantonese.
• Personal Attributes:
• Mature, well-organised, service-minded, and able to work under pressure in a fast-paced environment.
• Sociable, proactive, and outgoing with a pleasant personality.
• Passionate about fitness, sports, health, and wellness.

Desirable:

• Proficient in using multiple industry-specific softwares, including Xero, Google Gemini, TechnoGym MyWellness, Dropbox and Mindbody.
• Knowledge of Adobe applications such as Illustrator and Photoshop.
• Knowledge of Mandarin is highly advantageous.

WORK ARRANGEMENT AND HOURS OF WORK

• Benefits: MPF | Paid annual leave | Personal Development Fund & Medical Insurance
• Work Location: Central (corporate facility)
• Hours: Full-time; ability to work on shifts including weekends