Central Administrator (Customer Service)

VIRGIN ACTIVE SINGAPORE PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading fitness company in Singapore is seeking a detail-oriented customer service representative to manage new memberships and enhance member experiences. The role includes processing membership requests, addressing customer inquiries, and ensuring high data integrity in the member management system. Ideal candidates will have over 2 years of experience in customer service or administration, with a genuine passion for delivering outstanding service. Flexibility in scheduling is necessary for this role.

Qualifications

• 2+ years of relevant customer service or administrative experience.
• Flexibility to work a non-traditional schedule.
• Experience in retail or hospitality is a plus.

Responsibilities

• Process and review new memberships and manage member queries.
• Deliver exceptional customer service to enhance member satisfaction.
• Maintain member confidentiality and data integrity.

Skills

Customer service

Attention to detail

Communication skills

Problem-solving

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 memberships 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 escalated 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 well-oiled 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.