Senior Customer Service Officer

cult fit; Mumbai; On-site; INR 240,000 - 360,000; Full time

Job summary

Fitness First Gym is seeking a Customer Service Officer to join our team in Mumbai. You will focus on delivering outstanding customer service at the front desk, managing membership sales, upgrades, and cancellations, and ensuring smooth daily operations of the gym.

You will also handle member support, address queries, resolve complaints, and drive renewal sales through proactive outreach and opportunities to upsell services such as personal training and group fitness offerings.

Qualifications

• Qualifications in customer service, sales, or a related field.
• 1-2 years of experience in customer service, sales, or a related field, preferably in the fitness industry.
• Excellent communication and interpersonal skills, with the ability to engage and motivate members.
• Proven sales skills, with the ability to negotiate and close deals.
• Ability to manage day-to-day operations at the front desk and membership administration.

Responsibilities

• Front Desk Management: Manage the front desk, ensuring a welcoming and organized environment for members and guests.
• Membership Administration: Process membership sales, upgrades, and cancellations, ensuring accuracy and attention to detail.
• Facility Maintenance: Report maintenance issues, ensuring prompt resolution and minimizing disruptions to members.
• Member Support: Provide exceptional customer service, answering member queries, resolving issues, and promoting Fitness First services.
• Complaint Resolution: Resolve member complaints in a professional and timely manner, ensuring member satisfaction and retention.
• Renewal Sales: Proactively contact members to discuss renewal options, negotiate contracts, and secure renewals.
• Upselling and Cross-Selling: Identify opportunities to upsell and cross-sell Fitness First services, including personal training, group fitness, and membership upgrades.

Job description

Customer Service Officer

Job Summary

We are seeking a highly motivated and customer-focused Customer Service Officer to join our team at Fitness First Gym.

As a Customer Service Officer, you will be responsible for providing exceptional customer service, managing day-to-day operations, and driving renewal sales.

Responsibilities Operations

• 1. Front Desk Management: Manage the front desk, ensuring a welcoming and organized environment for members and guests.
• 2. Membership Administration: Process membership sales, upgrades, and cancellations, ensuring accuracy and attention to detail.
• 3. Facility Maintenance: Report maintenance issues, ensuring prompt resolution and minimizing disruptions to members.

Customer Service

• 1. Member Support: Provide exceptional customer service, answering member queries, resolving issues, and promoting Fitness First services.
• 2. Complaint Resolution: Resolve member complaints in a professional and timely manner, ensuring member satisfaction and retention.

Renewal Sales

• 1. Renewal Sales: Proactively contact members to discuss renewal options, negotiate contracts, and secure renewals.
• 2. Upselling and Cross-Selling: Identify opportunities to upsell and cross-sell Fitness First services, including personal training, group fitness, and membership upgrades.

Requirements

• 1. Qualifications: Relevant qualifications in customer service, sales, or a related field.
• 2. Experience: Minimum 1-2 years of experience in customer service, sales, or a related field, preferably in the fitness industry.
• 3. Communication Skills: Excellent communication and interpersonal skills, with the ability to engage and motivate members.
• 4. Sales Skills: Proven sales skills, with the ability to negotiate and close deals.
• 5. Operational Skills: Ability to manage day-to-day operations, including front desk management and membership administration. Role & responsibilities