service ambassador

Virgin Active South Africa (Pty) Ltd; Gauteng; On-site; ZAR 120 000 - 180 000; Full time

Job summary

A leading fitness company is seeking a Service Ambassador to enhance member experiences across various club areas. This role involves engaging with members, ensuring safety, and delivering exceptional service to retain membership. Ideal candidates will have a strong background in customer service and a passion for fitness.

Qualifications

• Minimum of 12 months experience in a customer-facing role.
• Good understanding of Virgin Active exercise experiences.
• Proven ability to resolve member questions.

Responsibilities

• Control access to the facility and communicate with members.
• Deliver excellent customer service to achieve member satisfaction.
• Promote safe exercise and maintain cleanliness on the floor.

Skills

Customer service

Problem-solving

Communication

Relationship-building

Adaptability

Education

Grade 12 Senior Certificate or NQF Level 4 equivalent

Reception Academy completion

Valid First Aid Level 1 certificate

Tools

Digital platforms

Job description

Your Purpose...

The Service Ambassador is responsible for providing exceptional in-club member experiences using the available tools and platforms across areas such as our service/reception area, exercise floor, studios, swimming facilities, and extended lounge areas. This role is key in engaging our members across all offerings in the club as well as online. It supports the retention of our members through daily interaction and engagement.

Your Duties and Responsibilities...

Conducting Front of House Duties

• Control access into the facility
• Communicate and provide information to staff, members, and prospective members
• Deliver on member needs and experiences from entry to exit
• Adhere to operational standards, and administration policies and procedures

Engaging with Members

• Deliver excellent customer service experiences throughout the club to achieve NPS and member sentiment score targets
• Drive digital engagement with members on our various platforms as our digital offering evolves
  1. Expose members to online or digital exercise offerings that are personalised / tailored to meet individual member needs
  2. Retain members
     • Build member relations
     • Resolve complaints for each member or incident
     • Engage members in our fitness initiatives (events) to increase member retention

Delivering the Member Floor Experience

• Promote safe exercise
  1. Manage member adherence to club rules and standards
  2. Manage member adherence to safety protocols
• Maintain the cleanliness of the floor

Participating in Ongoing Training & Self-Development

Continuously seek opportunities to improve skills and knowledge relevant to the role.

Our Minimum Requirements...

We cannot live without...

• Grade 12 Senior Certificate or NQF Level 4 equivalent
• Successful completion of Reception Academy
• Good understanding and knowledge of digital platforms
• Sound knowledge of Virgin Active exercise experiences
• Comprehensive understanding of the customer journey and the desired customer experience
• Sound knowledge of club rules, operating standards, and safety protocols
• Minimum of 12 months experience within a face-to-face customer-facing role
• Proven ability to resolve member questions and queries
• Embodies the business values
• People-centric
• Passionate about exercise

We’d like you to have...

• Adaptability to a fast-paced, changing environment
• Curiosity and willingness to learn and grow
• A winning mentality and motivation to succeed
• A commitment to making a difference in people’s lives
• A growth mindset
• The ability to work independently
• Trustworthiness and integrity
• A drive to create moments of magic for our members
• The ability to make decisions and take ownership
• Action-oriented attitude
• Valid First Aid Level 1 certificate
• Excellent relationship-building skills
• Problem-solving skills
• Good communication skills
• Ability to resolve conflict

We'd love you to have...

• Wellness knowledge beyond the health club
• Quick and bold decision-making ability
• Agility and adaptability
• Collaborative mindset
• High interpersonal skills (EQ)