Customer Success Associate

Anytime Fitness Philippines Jobs; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Competitive salary

Commission and incentives

Free Anytime Fitness membership

Training and career development

Career growth opportunities

Job summary

Anytime Fitness Philippines is seeking a Customer Success Associate to deliver an excellent member experience and support retention across two Cebu clubs. You will provide professional service through phone, email, chat, and in-person interactions, assist with membership inquiries, billing, cancellations, and account concerns.

The role involves onboarding, engagement, promotions, events, and daily club operations, with shifts including weekends and holidays, and possible travel between AF JY

Qualifications

• Experience in customer service, customer success, sales, or hospitality.
• Strong communication and interpersonal skills.
• Ability to handle multiple priorities with minimal supervision.
• Comfortable handling difficult conversations.

Responsibilities

• Provide professional and responsive customer service through phone, email, chat, and in-person interactions.
• Assist members with membership inquiries, billing, freezing, cancellations, and account concerns.
• Handle customer complaints, resolve issues, and de-escalate concerns professionally.
• Support member onboarding, engagement, retention, and re-engagement.
• Identify at-risk or inactive members and conduct appropriate follow-ups.
• Apply the Cancel-Save Protocol to address cancellation requests and improve member retention.
• Maintain accurate records, trackers, tickets, and member interaction documentation.
• Ensure timely resolution and escalation of urgent member concerns.
• Promote membership services, personal training, events, and club programs.
• Assist with promotions, customer engagement activities, and daily club operations.

Skills

Customer service

Sales

Communication

Problem-solving

Multitasking

Job description

About the role

We are looking for a Customer Success Associate (CSA) who will be responsible for delivering an excellent member experience, providing customer support, managing member concerns, and driving member retention and engagement across two Anytime Fitness clubs.

Key responsibilities

• Provide professional and responsive customer service through phone, email, chat, and in-person interactions.

• Assist members with membership inquiries, billing, freezing, cancellations, and account concerns.

• Handle customer complaints, resolve issues, and de-escalate concerns professionally.

• Support member onboarding, engagement, retention, and re-engagement.

• Identify at-risk or inactive members and conduct appropriate follow-ups.

• Apply the Cancel-Save Protocol to address cancellation requests and improve member retention.

• Maintain accurate records, trackers, tickets, and member interaction documentation.

• Ensure timely resolution and escalation of urgent member concerns.

• Promote membership services, personal training, events, and club programs.

• Assist with promotions, customer engagement activities, and daily club operations.

About you

• Experience in Customer Service, Customer Success, Sales, Hospitality, Fitness, or related fields is preferred.

• Strong communication and interpersonal skills.

• Excellent problem-solving and conflict-resolution skills.

• Customer-focused, proactive, organized, and detail-oriented.

• Able to handle multiple priorities with minimal supervision.

• Comfortable handling customer concerns and difficult conversations.

• Willing to work onsite and travel between AF JY Square Mall and AF Cebu IT Park as needed.

• Willing to work on shifting schedules, weekends, and holidays.

Benefits

• Competitive salary package

• Commission and incentives

• Free Anytime Fitness membership

• Training and career development opportunities

• Career growth opportunities