Customer Service Officer

About the role

The Customer Service Officer is the welcoming face of our fitness centre, ensuring members and visitors enjoy a smooth and positive experience. You will manage front‑desk operations, guide new members, and uphold the “Always New” and “Happy to Help” standards of the gym.

Key responsibilities

• Greet members, manage check‑ins, and answer enquiries throughout opening hours.
• Conduct detailed tours for prospective members, introduce trainers and arrange trial sessions.
• Process membership renewals, cancellations and follow‑up on expired accounts to drive retention.
• Maintain cleanliness and equipment functionality; report facility issues via ODIN tickets and ensure timely resolution.
• Ensure compliance with safety guidelines, Wooqer checklists and CRM documentation, achieving target fill rates.
• Handle member complaints and escalations, resolve conflicts and track satisfaction metrics such as NPS.
• Support daily opening and closing procedures, including safety checks and equipment readiness.

Required profile

• Excellent communication and interpersonal skills with a customer‑centric attitude.
• Organised, detail‑oriented and able to work early mornings and peak periods.
• Proactive problem‑solver who can manage multiple tasks in a fast‑paced environment.
• Ability to work collaboratively with trainers and management.

Required skills

• Experience with Wooqer reporting.
• Proficiency in creating and managing ODIN tickets.
• Familiarity with CRM systems.
• Knowledge of Learning Management System (LMS) processes.