Customer Service Representative

The Flow Studio; Kuala Lumpur; On-site; MYR 30,000 - 54,000; Full time

Job summary

The Flow Studio in Kuala Lumpur is seeking a friendly Customer Service Rep to welcome members, manage bookings, and keep studio operations running smoothly. You’ll contribute to delivering the premium Flow experience and build lasting relationships with clients.

This front-facing, fast-paced role rewards warmth, organisation, and proactive problem solving. You’ll collaborate with the team to host events, support partnerships, and maintain an exceptional member journey daily.

Qualifications

• 1–3 years’ experience in hospitality, retail, fitness, or operations preferred.
• Friendly, approachable, and able to connect easily with clients and teammates.
• Excellent communication and interpersonal skills (English proficiency required).
• Highly organised, detail-oriented, and comfortable multitasking in a fast-paced setting.
• Tech-savvy with experience using booking systems, Google Suite, and Excel.
• A genuine interest in wellness, and creating memorable client experiences.

Responsibilities

• Deliver an exceptional customer journey from check-in to check-out, ensuring every client feels seen, supported, and part of the FlowFam.
• Build authentic relationships with members — remembering names, preferences, and progress.
• Handle client queries, bookings, and feedback with professionalism and empathy.
• Support and co-host community events, pop-ups, and brand collaborations.
• Manage in-studio communication, email content (e.g., class highlights, member moments), and sustain our online and in-studio community presence.

Skills

Customer service

Hospitality

Communication

Organisation

Tech savvy

Tools

Booking systems

Google Suite

Excel

Job description

The Customer Service Rep is the heartbeat of our studios — responsible for ensuring every client experience is seamless, every studio moment feels elevated, and every operational detail runs smoothly. You’ll combine hospitality, operations, and community-building to deliver the premium Flow experience we’re known for.

This is a front-facing, fast-paced role that requires warmth, organisation, and initiative. You’ll be part of a dynamic team that values proactive problem solving, teamwork, and genuine human connection.

Key Responsibilities

Client & Community Experience

• Deliver an exceptional customer journey from check-in to check-out, ensuring every client feels seen, supported, and part of the FlowFam.
• Build authentic relationships with members — remembering names, preferences, and progress.
• Handle client queries, bookings, and feedback with professionalism and empathy.
• Support and co-host community events, pop-ups, and brand collaborations.
• Manage in-studio communication, email content (e.g., class highlights, member moments), and sustain our online and in-studio community presence.

Studio Operations

• Oversee daily opening and closing procedures to maintain Flow’s operational standards.
• Conduct daily walkthroughs and weekly audits for cleanliness, equipment, amenities, and supplies.
• Coordinate with vendors for cleaning, laundry, and maintenance.
• Ensure all studios are visually consistent and aligned with brand presentation.
• Manage inventory, stock levels, and replenishment of amenities and retail items.

Administrative & Systems Support

• Manage class schedules, instructor attendance, and system updates via booking software.
• Process payments, extensions, refunds, and administrative requests according to SOP.
• Generate operational reports and dashboards as required.
• Support the onboarding of new instructors and front-of-house staff (uniforms, training, documentation).
• Assist in basic data entry, reporting, and other administrative tasks for management.
• Support the studio in achieving occupancy and sales goals through client retention, upsells, and referrals.
• Conduct tours for new or potential members with confidence and product knowledge.
• Communicate current packs, offers, and events to drive engagement and conversion.

Team & Culture

• Work closely with the Studio Lead to ensure team coordination and smooth day-to-day execution.
• Assist with staff scheduling, timesheet tracking, and meeting preparation.
• Be a culture ambassador — uphold Flow’s values of empathy, excellence, and empowerment.

Qualifications & Skills

• 1–3 years’ experience in hospitality, retail, fitness, or operations preferred (fresh grads with strong people skills are welcome).
• Friendly, approachable, and able to connect easily with clients and teammates.
• Excellent communication and interpersonal skills (English proficiency required; other languages a plus).
• Highly organised, detail-oriented, and comfortable multitasking in a fast-paced setting.
• Tech-savvy with experience using booking systems, Google Suite, and Excel.
• A genuine interest in wellness, fitness, and creating memorable client experiences.