Service Ambassador

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

Job summary

A leading fitness brand in South Africa is seeking a Service Ambassador to enhance member experiences in clubs. This role focuses on engaging members, delivering exceptional service, and maintaining club standards. The ideal candidate will have strong communication skills, a passion for wellness, and at least a year of experience in customer service.

Qualifications

• Minimum 12 months experience in a face-to-face customer role.
• Good understanding of digital platforms.
• Knowledge of Virgin Active exercise experiences.

Responsibilities

• Control access into the facility and deliver on member needs.
• Drive digital engagement with members and resolve complaints.
• Promote safe exercise and maintain cleanliness on the floor.

Skills

Customer service

Communication

Problem-solving

Relationship building

Adaptability

Education

Grade 12 Senior Certificate or NQF Level 4 equivalent

Valid First Aid Level 1 certificate

Job description

Your Purpose...

The Service Ambassador is responsible for providing exceptional in-club member experiences using available tools and platforms across areas such as the service/reception area, exercise floor, studios, swimming facilities, and extended lounge areas. This role is key in engaging members both in-club and online, supporting member retention 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 throughout the club to achieve NPS and member sentiment score targets
• Drive digital engagement with members on various platforms as our digital offerings evolve
• Expose members to online or digital exercise offerings personalized to meet individual needs
• Retain members by building relations, resolving complaints, and engaging members in fitness initiatives to increase retention

Delivering the Member Floor Experience

• Promote safe exercise by managing adherence to club rules and safety protocols
• Maintain the cleanliness of the floor

Participating in Ongoing Training & Self-Development

Our Minimum Requirements...

• Grade 12 Senior Certificate or NQF Level 4 equivalent
• Successful completion of Reception Academy
• Good understanding of digital platforms
• Knowledge of Virgin Active exercise experiences
• Understanding of the customer journey and experience
• Knowledge of club rules, standards, and safety protocols
• Minimum 12 months experience in a face-to-face customer role
• Ability to resolve member questions and queries
• Embodies business values, is people-centric, and passionate about exercise

We’d like you to have...

• Adaptability to a fast-paced, changing environment
• Curiosity and willingness to learn and grow
• Winning mentality and motivation to succeed
• Commitment to making a difference in people's lives
• Growth mindset and ability to work independently
• Trustworthiness and decision-making skills
• Drive to create memorable moments for members
• Action-oriented approach
• Valid First Aid Level 1 certificate
• Excellent relationship-building, problem-solving, and communication skills
• Ability to resolve conflicts

We'd love you to have...

• Wellness knowledge beyond the health club
• Ability to make quick and bold decisions
• Agility and collaboration skills
• High interpersonal skills (EQ)