Customer Service Officer

About the role

The Customer Service Officer (CSO) is the front‑line ambassador of our gym, ensuring every member and visitor enjoys a seamless, welcoming experience. You will handle inquiries, manage memberships, and keep the facility looking and feeling "Always New" with a "Happy to Help" attitude.

Key responsibilities

• Greet members, conduct detailed facility tours, introduce trainers and facilitate trial sessions.
• Process membership renewals, cancellations and follow up on expired or lapsed accounts to drive retention.
• Respond to member queries, gather feedback, resolve issues and escalate concerns when needed.
• Maintain cleanliness and hygiene standards; report facility issues via the ODIN ticketing system.
• Ensure compliance with safety guidelines, Wooqer checklists and CRM usage, achieving >90% compliance fill rate.
• Manage daily opening and closing procedures, check‑ins, and on‑time gym operations.
• Handle complaints and conflict resolution, aiming for minimal escalations and class cancellations.

Required profile

• Strong customer‑service orientation with a friendly, proactive attitude.
• Excellent communication skills and ability to engage members throughout their journey.
• Attention to detail for compliance, safety and cleanliness standards.
• Ability to work independently in a fast‑paced, on‑site environment.

Required skills

• Proficiency with Wooqer reporting tool.
• Experience using the ODIN ticketing system.
• Familiarity with CRM platforms for member management.

What we offer

• Dynamic work environment in a growing fitness centre.
• Opportunities for professional development and career progression.
• Team‑oriented culture focused on member satisfaction.