Customer Service Officer

Curefit; Delhi; On-site; INR 200,880 - 312,480; Full time

Job summary

Curefit in India is seeking a Customer Service Officer to ensure a welcoming and seamless experience for members and visitors. The role involves guiding tours, handling memberships, and resolving issues while maintaining cleanliness and a high standard of service.

The CSO will engage with members during peak hours, support renewals, collect feedback, and ensure CRM and reporting processes are followed for smooth daily operations.

Qualifications

• Experience in customer service or hospitality roles.
• Excellent communication and interpersonal skills.
• Ability to manage inquiries, renewals, and memberships.
• Familiarity with CRM and data reporting.

Responsibilities

• Conduct facility tours for potential members.
• Guide visitors, introduce trainers, and arrange trial sessions.
• Handle memberships, renewals, and retention activities.
• Respond to inquiries and gather member feedback.
• Ensure cleanliness and safety compliance in the gym.
• Manage check-ins and daily operations.
• Record and report via CRM and tickets.
• Address complaints and resolve escalations.
• Maintain NPS and engagement metrics.

Skills

Customer service

Operations management

Communication

Conflict resolution

Tools

CRM systems

Wooqer

ODIN tickets

Job description

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 New" with a "Happy to Help" attitude.

Customer Service, Operations Management, Communication Skills

• 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 eliminate 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