Service Ambassador 45 hr

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

Job summary

A dynamic fitness company is seeking a Service Ambassador to enhance the member experience at their club. The successful candidate will deliver outstanding customer service, engage with members across digital platforms, and promote a safe and clean environment. Ideal candidates will possess strong communication and problem-solving skills, with a Grade 12 certificate, First Aid certification, and a passion for fitness. This role is essential for member retention and promoting a vibrant club atmosphere.

Qualifications

• At least 12 months of face-to-face customer-facing experience.
• Good understanding of digital platforms and exercise experiences.
• Adaptable and motivated.

Responsibilities

• Manage access to the facility and communicate effectively with members.
• Deliver excellent customer service and engage with members across various platforms.
• Promote safe exercise and maintain cleanliness.

Skills

Customer service

Communication

Problem-solving

Relationship-building

Education

Grade 12 Senior Certificate or NQF Level 4 equivalent

First Aid Level 1 certification

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 club as well as online. It supports 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 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 personalized 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

Our minimum requirements include a Grade 12 Senior Certificate or NQF Level 4 equivalent, successful completion of Reception Academy, good understanding of digital platforms, sound knowledge of Virgin Active exercise experiences, comprehensive understanding of the customer journey, club rules, operating standards, safety protocols, and at least 12 months of face-to-face customer-facing experience. Candidates should embody our values, be people-centric, passionate about exercise, adaptable, curious, motivated, trustworthy, and possess excellent relationship-building, problem-solving, and communication skills. First Aid Level 1 certification is required.

Preferred additional qualities include wellness knowledge beyond the health club, quick decision-making ability, agility, collaboration skills, high interpersonal skills (EQ), and a drive to create memorable moments for members.