Service Ambassador 22.5

Virgin Active South Africa (Pty) Ltd; KwaZulu-Natal; On-site; ZAR 120,000 - 200,000; Full time

Job summary

Virgin Active South Africa is seeking a Service Ambassador who ensures exceptional member experiences across various club areas. The role involves engaging with members, controlling access, and promoting safe exercise while maintaining club standards. Ideal candidates will have a passion for fitness and a strong customer service background, making lasting impressions on members through personalized interactions.

Qualifications

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

Responsibilities

• Deliver excellent customer service and engage with members.
• Control access and maintain cleanliness on the floor.
• Promote safe exercise and adhere to club rules.

Skills

Customer service

Conflict resolution

Relationship-building

Communication

Decision-making

Education

Grade 12 Senior Certificate or NQF Level 4 equivalent

First Aid Level 1 certificate

Reception Academy completion

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 engages 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 policies

Engaging with Members

• Deliver excellent customer service to achieve NPS and member sentiment score targets
• Drive digital engagement with members on various platforms
  
  1. Expose members to online or digital exercise offerings tailored to individual needs
  2. Retain members through building relations, resolving complaints, and engaging them in fitness initiatives

Delivering the Member Floor Experience

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

Participating in Ongoing Training & Self-Development

Our Minimum Requirements...
We cannot live without:

• 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 customer journey and experience
• Knowledge of club rules, standards, and safety protocols
• Minimum 12 months face-to-face customer service experience
• Ability to resolve member questions
• Embodiment of business values and a people-centric attitude
• Passion for exercise

We’d like you to have…

• Adaptability to a fast-paced environment
• Curiosity and willingness to learn
• Winning mentality and motivation for success
• Commitment to making a difference
• Growth mindset
• Ability to work independently
• Trustworthiness
• Drive to create memorable moments for members
• Decision-making and ownership skills
• Action-oriented approach
• Valid First Aid Level 1 certificate
• Relationship-building, problem-solving, and communication skills
• Ability to resolve conflicts

We'd love you to have...

• Knowledge beyond health club, such as wellness
• Quick and bold decision-making ability
• Agility and collaboration skills
• High interpersonal skills (EQ)