Customer Service Manager – World Gym Ashmore About World Gym Australia
World Gym started way back in the golden era of Bodybuilding, Venice Beach – 1976. It has come a long way since then! We first came to Australia in 2008. Now we have over 40+ clubs nationally with more in construction. We offer a wide range of services to our members and are so much more than just a weight training gym. We offer group fitness, onsite childminding, and fully stocked Barbell Café and ProShop.
Job Summary: As the Customer Service Manager, you will play a pivotal role in ensuring the satisfaction of our members while managing various aspects of our customer service operations. You will be responsible for handling overdue payments, cancellations, and addressing member complaints effectively, all while maintaining a positive and engaging environment.
Key Responsibilities: Member Communication: Act as the primary point of contact for members, addressing inquiries, resolving issues, and providing exceptional customer service. Payment Management: Monitor and manage overdue payments, working with members to find suitable solutions to ensure they can continue enjoying our facilities. Cancellations: Process membership cancellations efficiently, adhering to our policies and providing necessary information to departing members. Complaint Resolution: Handle member complaints and concerns with empathy and professionalism, striving to find swift and satisfactory resolutions. Team Leadership: Lead and support a team of customer service representatives, ensuring they are well-trained, motivated, and capable of delivering top-notch service. Data Analysis: Utilize data and member feedback to identify trends, areas for improvement, and create action plans for enhancing the member experience. Member Engagement: Develop and implement strategies to enhance member engagement, satisfaction, and retention. Policy Adherence: Ensure that all customer service policies and procedures are adhered to by your team and the gym's members. Requirements: Proven experience in a customer service management role, ideally within the fitness or service industry. Exceptional communication and problem-solving skills. Leadership skills with the ability to motivate and guide a team. Proficiency in customer relationship management software and MS Office Suite. A passion for fitness and a commitment to delivering top-quality service. If you're ready to lead a team and make a significant impact in the lives of our members while working in a fun and energetic atmosphere, we encourage you to apply. Please submit your resume and a cover letter outlining your qualifications and your passion for customer service.
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