Customer Service Officer

About the role

The Customer Service Officer (CSO) is the welcoming face of the gym, ensuring members and visitors enjoy a seamless experience. You will handle inquiries, manage memberships, resolve issues, and keep the facility looking and feeling "Always New" with a "Happy to Help" attitude.

Key responsibilities

• Greet members, conduct facility tours and introduce trainers.
• Process membership enquiries, renewals, cancellations and track conversions.
• Maintain cleanliness, report facility issues via ODIN tickets and ensure timely resolution.
• Monitor compliance with safety checklists, Wooqer reporting and CRM usage.
• Handle member complaints, escalations and conflict resolution.
• Support daily operations: opening the centre on time, managing check‑ins and closing procedures.
• Collect member feedback, track Net Promoter Score (NPS) and contribute to retention initiatives.

Required profile

• Strong customer‑service orientation with a friendly, helpful demeanor.
• Excellent communication skills and ability to guide visitors.
• Attention to detail for compliance, documentation and facility standards.
• Ability to manage multiple tasks in a fast‑paced gym environment.

Required skills

• LMS (Learning Management System) usage
• Wooqer compliance platform
• ODIN ticketing system
• CRM software for member management