Customer Service Executive

Job Description

The Customer Relations Executive is the lead customer service contact for all members, guests, or prospects. She will be responsible for creating a positive member experience by providing a superior level of customer service to members, prospective members, and guests.The Customer Relations Executive works within a small team environment, to maintain a smooth daily operation of the FOH, including assistance in retail sales. The Customer Relations Executive is also responsible for reaching monthly target of Retail.Key ResponsibilitiesCustomer Service?Greet members, prospective members, and guests, providing exceptional customer service.?Handle all CRM related activities including:oAnswer phones in a friendly manner and assist callers with a variety of questions.oCheck members into the system.oEnsure prospective members will be attended to by a sales advisor.?Initiates, develops, and maintains positive relationships with all members and guests, knowing by name as many members as possible?Respond to member questions and concerns in a timely and professional manner and refer them to the CRM Manager, Manager on Duty or General Manager as needed. ?Provide exceptional customer service experience to all members, non-members, and users of the facility.oEnsure full knowledge of all aspects of the club operations, e.g., Club rules and regulations, class timetables, packages and sell services, retail, promotional offers, club events.oFully knowledgeable on Sentinel management system and vend for retail.oResponsible for the smooth daily operations of the Front Desk.oResponsible for maintaining constant open lines of communications with the CRM Manager on all club responsibilities and activities, and with the General Manager/MOD in the absence of the CRM Manager.?Responsible for working the scheduled hours and reporting to work on time.?Responsible for reporting to work in full clean uniformed and groomed according to company guidelines.?Always maintain cleanliness of the FOH; ensure the front desk is tidy and has all necessary stationery and material (e.g., pens, forms, and informative leaflets). Monitor stock and order office supplies.?Ensure the FOH is always covered.?Ensure all nonmembers and visitors to the club sign the guest register.?Assist member with various services such as Lost and Found property and queries, update of particulars, new membership cards, general enquiries, club announcements, Group Fitness class registrations, guest passes.?Conduct monthly service calls pertaining to membership dues collection.?Ensure all cancellations and freezing requests are directed to the CRM Manager immediately or logged down to follow up where not available.?Interacts with members and guest on a continuous basis to obtain feedback about their experience in the club; utilize feedback to recognize outstanding employee service performance and improve service delivery, emphasizes, and holds leadership team accountable for addressing service failures or potential service failures and developing innovative ways to exceed member expectations.?Handle and take ownership of guest comments and complaints in a professional and timely manner and coordinate with the CRM Manager to find a solution.?Assist in administering new membership sales in the system accurately.?Perform the necessary cashiering duties; accountable for all transactions during her shift; responsible for ensuring all membership dues and payments are correctly entered into the system; responsible for all cash and bills and checks in the cash register during her shift; and perform a safe drop at the end of each shift with a witness.oAccurately cash up at the end of her shift and conduct thorough handover to next shift.oEnsure all necessary documents are sent to the CRM Manager at the end of each shift or as and when necessary, for updating or dispatch to Front Office. oAttend regular departmental meetings as conducted by the CRM Manager.oWillingness to work flexibly in response to changing organizational requirements.oEnsure company?s policies and security requirements are met.oMaintain professionalism when not assisting members; avoid eating, sitting, reading, Internet surfing, or any other activities that are not work-related.oPerform any other duties as assigned by the CRM Manager.oReports directly to the CRM Manager.Knowledge, Skills, and Abilities ?Patient, courteous, able to show empathy. ?Friendly, outgoing personality, highly motivated, energetic, and cheerful while maintaining a professional attitude.

Keyskills :
Friendlyoutgoingpersonalityhighlymotivatedenergeticandcheerfulwhilemaintainingaprofessionalattitude