Member Success Advocate (NAGA)

Tasty Habit; Naga; On-site; PHP 260,000 - 380,000; Full time

Benefits offered by this job

Career development

Work-life balance

Employee wellbeing

Job summary

Surge Fitness + Lifestyle is seeking a dedicated Member Success Advocate in Naga City, Camarines Sur. This full-time role focuses on delivering excellent member support, resolving concerns promptly, and building relationships that reflect our brand values.

You will handle inquiries across phone, email, chat, and social channels, maintain accurate records, and collaborate with teams to ensure timely resolutions while upholding quality standards and compliance.

Qualifications

• Excellent communication skills, both written and verbal.
• Strong customer service orientation with a genuine desire to help others.
• Proven ability to stay calm and handle challenging situations.
• Problem-solving skills with critical thinking for solutions.
• Proficiency with computer systems and multi-channel platforms.

Responsibilities

• Respond to member enquiries via phone, email, chat and social media with professionalism and empathy.
• Resolve member complaints following established protocols.
• Provide product and service information clearly and helpfully.
• Process member requests such as updates, transactions and service changes.
• Identify opportunities to enhance member experience and suggest relevant products or services.
• Maintain detailed records of all member interactions in the system.
• Collaborate with teams to resolve issues within agreed timescales.
• Adhere to company policies and quality standards.
• Support colleagues and share best practices.
• Meet targets for call handling time, first contact resolution, and satisfaction scores.

Skills

Communication

Customer service

Problem solving

Multichannel support

Organization

Team player

Adaptability

Tools

CRM systems

Email/Chat/Phone tools

Job description

About us

Surge Fitness + Lifestyle is a dynamic and innovative company committed to delivering exceptional service and building lasting relationships with our members. We pride ourselves on creating a welcoming environment where customer satisfaction is at the heart of everything we do. Our mission is to ensure every interaction with our brand leaves a positive and lasting impression, and we're looking for passionate individuals to help us achieve this goal.

About the role

We are seeking a Member Success Advocate (NAGA) to join our team in Naga City, Camarines Sur. This is a full-time position where you will be the voice of Surge, providing exceptional support and guidance to our valued members. As a Member Success Advocate, you will play a crucial role in ensuring member satisfaction, resolving concerns promptly, and building strong relationships that reflect our brand values. Your dedication to excellence will directly impact member retention and loyalty whilst contributing to the overall success of our organization.

What you'll be doing

• Responding to member enquiries via phone, email, chat and social media channels with professionalism and empathy
• Resolving member complaints and concerns efficiently, following established protocols and procedures
• Providing product and service information to members in a clear, accurate and helpful manner
• Processing member requests, including account updates, transactions and service modifications
• Identifying opportunities to enhance member experience and recommend relevant products or services
• Maintaining detailed and accurate records of all member interactions in our system
• Collaborating with other teams to ensure member issues are resolved satisfactorily and within agreed timescales
• Adhering to company policies, quality standards and compliance requirements at all times
• Contributing to a positive team environment by supporting colleagues and sharing best practices
• Consistently meeting performance targets including call handling time, first contact resolution and customer satisfaction scores

What we’re looking for

• Excellent communication skills, both written and verbal, with the ability to articulate information clearly and professionally
• Strong customer service orientation with a genuine desire to help and support others
• Proven ability to remain calm and composed when handling challenging situations and difficult members
• Problem-solving skills and the capacity to think critically to find effective solutions
• Proficiency with computer systems and multi-channel communication platforms
• Ability to work efficiently in a fast-paced environment whilst maintaining accuracy and attention to detail
• Strong organizational skills with the ability to manage multiple tasks and priorities simultaneously
• Team player mentality with the ability to collaborate effectively with colleagues
• Flexibility and willingness to adapt to changing circumstances and evolving customer needs
• Previous customer service or call center experience is preferred but not essential for enthusiastic candidates

What we offer

At Surge, we believe in supporting our employees' growth and wellbeing. We offer a competitive full-time position with opportunities for career development and skills enhancement within our customer service team. We foster a collaborative and inclusive work environment where your contributions are valued and recognised. Our team benefits from ongoing training and support to help you succeed in your role, and we encourage open communication and feedback. We are committed to creating a workplace where you can thrive both professionally and personally, with access to company initiatives that support work-life balance and employee wellbeing.