Member Solutions Officer

Be the first voice members trust—solve problems, smooth out issues, and make every interaction count. Do it all at Smartsourcing, a 4-Time Best Company to Work For

Hi We're Smartsourcing, and we're looking for a full-time, onsite Member Solutions Officer to be the first point of contact for our client's members and staff. From resolving enquiries and troubleshooting app issues to managing support tickets, you'll make sure every interaction is smooth, supportive, and on point. Here, your communication skills and problem-solving mindset will help create better experiences and stronger connections every day.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

As a Customer Solutions team member, you will be the first point of contact for members and club staff, assisting with enquiries, troubleshooting app issues, and managing support tickets. You will ensure a smooth and supportive experience, focusing on resolving concerns promptly or escalating them when necessary. This role is ideal for someone with strong communication skills, a passion for customer service, and a willingness to learn technical processes.

Member Support

• Respond to assigned Member Solutions enquiries regarding memberships, billing, and general account concerns.
• Provide professional and empathetic support to ensure member satisfaction.

App Support

• Troubleshoot basic issues related to the Anytime Fitness App, such as login problems and navigation concerns.
• Escalate unresolved app-related issues to the appropriate support teams through detailed tickets.

Ticket Management

• Address support tickets within the Jira Desk platform, following the outlined procedures and resolution timelines.
• Maintain accurate and thorough documentation for each ticket to support tracking and reporting.

Collaboration and Knowledge Sharing

• Collaborate with team members to resolve complex issues and share solutions.
• Provide feedback and insights on recurring member issues to improve support processes.

• Experience: Customer service or support role; previous experience using ticketing systems (e.g., Jira Desk) is an advantage.

• Strong written and verbal communication skills, with an ability to convey technical information clearly.

• Basic technical troubleshooting skills, with a keen willingness to learn.
• Detail-oriented with excellent organisational skills for managing support tickets.
• A proactive and empathetic approach to resolving customer concerns.
• Ability to work independently and as part of a team in a fast-paced environment.

Key Attributes:

• Member-Focused: Genuinely committed to enhancing the member experience through attentive and compassionate service.
• Problem-Solver: Able to quickly identify issues and determine effective solutions.
• Reliable and Accountable: Dependable in meeting response times and managing assigned tasks accurately.
• Adaptable: Comfortable adjusting to changing systems, member needs, and internal processes.
• Positive Attitude: Enthusiastic about contributing to a supportive team environment and maintaining a positive outlook in all interactions

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fourth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title—it's a testament to our commitment to making Smartsourcing an incredible place to build a career.Why You'll Love Working Here

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• Fixed weekends off

• 5-day Christmas Leave

• HMO coverage for you and your dependent/s from Day 1 of employment

• Group life insurance from Day 1 of employment

• Free lunch + soft breakfast every day

• Free coffee every day (latte, americano, or cappuccino) made by our in-house barista

• For the night shifters, additional NIGHT DIFF

• Sports wellness clubs including hiking and free-diving

• Subsidised gym membership at Anytime Fitness

• Engagement bonuses

• Over-the-top monthly, quarterly, and annual performance bonuses

• Exclusive discounts in selected restaurants and merchants

• Themed BFFs, monthly knockoffs, summer parties

• Community give-back programs and personal development workshops

• And so much more

We're not just another outsourcing company. We're building something that actually matters here – a place where good work meets good culture.

Your voice, your care, your solutions—make them count by joining Smartsourcing today.