About the Company

Curefit Healthcare Pvt Ltd, established in 2016, is a leading fitness and wellness platform in India. Its brand, Cult, aims to make fitness accessible, enjoyable, and widespread, fostering a vibrant fitness community. Cult provides various fitness services including group workouts, gyms, personalized fitness plans, and fitness products for active individuals. The company is committed to promoting healthier and more active lifestyles through innovative, technology-driven fitness solutions.

Job Description

The Customer Service Officer (CSO) serves as the primary point of contact at the gym, responsible for ensuring a positive and efficient experience for all members and visitors. This role involves managing member inquiries, overseeing memberships, resolving any issues that arise, and maintaining a welcoming environment. Additionally, the CSO is crucial in upholding high standards of cleanliness and hygiene to ensure the facility consistently presents a fresh and appealing appearance, all while embodying a ‘Happy to Help’ ethos.

Responsibilities

• Conducting tours for potential members and guiding new visitors.
• Introducing trainers and facilitating trial sessions for prospective members.
• Managing membership renewals and retention efforts, focusing on Trial/Walk-in conversion rates (CH-BT%).
• Engaging with existing members to encourage renewals and achieve renewal targets.
• Regularly interacting with members to address queries, collect feedback, and escalate concerns as needed, aiming to improve Net Promoter Score (NPS).
• Ensuring adherence to various compliance and documentation checklists, including Wooqer reporting and CRM usage, aiming for a Wooqer compliance fill rate above 90%.
• Monitoring the cleanliness and hygiene of the facility and equipment, and reporting any maintenance issues through ODIN tickets, striving for a high ODIN ticket resolution rate and minimal SLA breaches.
• Ensuring the gym is ready and operational on time, managing member check-ins, and assisting with customer concerns to ensure smooth daily operations.
• Effectively handling and resolving customer complaints and escalations related to memberships, facilities, and equipment.
• Adhering to all fire, safety, and compliance regulations, ensuring timely injury reporting and staff training on safety protocols.
• Performing morning opening duties, including ensuring gym cleanliness, readiness, and equipment functionality.
• Welcoming early members, assisting with check-ins, and promptly answering member queries.
• Conducting gym tours for walk-in visitors and following up on potential membership leads.
• Processing membership renewals, cancellations, and diligently updating CRM records.
• Managing member inquiries and facility-related issues during peak hours.
• Executing closing duties, including ensuring facility cleanliness, conducting safety checks, and completing all closing procedures.

Qualifications

• 0 to 3 years of experience in customer service or a related field.
• Proven ability to manage operations and ensure smooth daily functioning of a facility.
• Strong customer handling skills with a focus on member satisfaction.
• Experience in handling inquiries, managing memberships, and resolving customer issues.
• Familiarity with CRM systems and reporting tools like Wooqer.
• Understanding of facility and equipment maintenance protocols.
• Knowledge of safety and compliance regulations.
• Ability to conduct facility tours and engage potential members.
• Experience in sales and renewal processes for memberships.
• Proficiency in managing escalations and conflict resolution.
• Ability to work independently and as part of a team.

Skills

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Other Information

This role offers an opportunity to be the primary representative of the Cult brand at the gym, contributing to member satisfaction and operational efficiency. The experience gained will be valuable in the fitness and customer service sectors.

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