Central Administrator (Customer Service)

VIRGIN ACTIVE SINGAPORE PTE. LTD.; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading fitness company in Singapore is looking for a detailed and service-oriented individual to handle memberships and enhance customer experiences. Responsibilities include processing new memberships, managing member queries, and maintaining accurate records. The ideal candidate should have at least 2 years of customer service experience, a knack for creating memorable moments, and the ability to work flexibly. If you're passionate about delivering exceptional service and creating unexpected wow moments, apply now.

Qualifications

• 2+ years of relevant customer service or administration experience.
• Ability to work a non-traditional schedule.
• Experience with high-profile consumer brands is a plus.

Responsibilities

• Provide heartfelt service and create genuine experiences for members.
• Respond to member queries through various channels.
• Process and review new memberships accurately.
• Maintain strict confidentiality with member information.
• Produce reports to enhance customer experience.

Skills

Customer service experience

Attention to detail

Problem-solving

Communication skills

Job description

In a nutshell

This gig is all about being a detailed super human; processing and reviewing new memberships, accurately maintaining our member management system, promptly collecting membership fees, whilst delivering breathtaking customer service to ensure extraordinary member satisfaction.

A day in the life

• Provide heartfelt service and create genuine, memorable experiences for our members in line with our customer experience strategy (and Service Promise).
• Partner with clubs to support all customer experience touch points.
• Assess and respond to all member queries that come through the WeCare inbox or hotline.
• Process all cancellations in line with the guideline with the aim to save as many members as possible.
• Produce cancellation reports to determine trends to better enhance our customer experience.
• Assess and process membership requests that come through the central admin inbox or through miscellaneous requests.
• Process and review new memberships through the member management system.
• Review and process new memberships through the member management system and coordinate with club sales teams on any issues. Record all communication with members and make amendments as required.
• Complete arrears calls in line with guidelines to achieve agreed targets to minimise future arrears and debt write off.
• Complete all relevant tasks in line with the member life cycle.
• Ensure member information is handled in line with the privacy guidelines and maintain strict confidentiality to ensure it is not disclosed to any third party.
• Take ownership of individual member feedback and complaints and escalaste member appropriately.
• Produce daily, weekly and monthly checking reports to ensure high quality of data is maintained in the member management system.
• Find ways to give that little bit extra… especially when it’s unexpected.

To land this gig… and your ongoing mindset

• You have 2+ years of relevant customer service or Administration experience and flexibility to work a non-traditional schedule.
• You're a detailed super human!
• You love to create meaningful moments for people.
• You know what it’s like to work with a high profile consumer brand and the value of a welloiled machine.
• You may also have some retail or hospitality sector experience. A+ for you.
• You are people-focused.
• You’re warm, honest and genuine.
• You get a kick out of creating unexpected experiences which make people go wow! Going over and above to deliver impeccable customer service makes you feel warm and fuzzy inside.
• You listen intently.
• You speak eloquently.
• You are driven. You’re perceptive, you ask questions and you strive to understand.
• You enjoy solving problems. You don’t get flustered easily.