Customer Success Associate

Qualifications:

• Minimum of 2 years of customer service experience.

• Exceptional written and verbal communication skills.

• Proficiency in email composition and cold calling.

• Strong interpersonal skills to effectively engage with customers.

• Ability to empathize with customers, understand their needs, and offer appropriate solutions.

• Analytical mindset and problem-solving capabilities to address customer issues effectively.

• Effective time management skills to handle multiple customer inquiries concurrently.

• Collaborative mindset to work effectively with various teams, including sales, marketing, and - product development.

• Attention to detail in recording customer interactions accurately.

• Willingness to stay informed about industry trends, product knowledge, and best practices in customer service.

• Ability to liaise with fitness trainers, instructors, and other staff members to provide comprehensive customer support.

• Positive and energetic demeanor to inspire and motivate both customers and colleagues.

Customer Service Associate

The Customer Success Associate is responsible for delivering an outstanding customer experience to both members and guests of the fitness club.

Duties and Responsibilities:

1. Ensure customer satisfaction by maintaining professional and excellent customer support.

2. Manage various communication channels, including phone calls, chats, and emails.

3. Interact with customers to solve inquiries and questions about gym membership renewal, freezing & cancellation.

4. Listen attentively to customer concerns, striving to identify the root cause of their issues.

5. Determine the appropriate response and strategy to resolve customer problems promptly.

6. Maintain an overall positive and friendly environment for clients & prospects at all times.

7. Facilitate cancel-save process and apply retention strategies to manage member net movement.

8. Participate in team meetings and training sessions as required

9. Assist with special events or promotions as needed

10. Develop and maintain positive relationships with customers to enhance their overall club experience

11. Promote services to potential customers, demonstrating how they personally benefit from them.

12. Implements strategies and processes that deliver consistent customer satisfaction and retention.

13. Ensures that onboarding processes are precisely executed to build a strong customer relationship foundation.

14. Utilizes extensive product knowledge, problem-solving skills and training to enhance customer engagements and achieve successful outcomes.

15. Coordinates with internal teams to access additional resources and facilitate the solutions and tools needed by customers.

16. Delivers customer feedback as a voice of the customers to internal teams identifying customer needs, ideas, and challenges.

17. Advocates for solutions, service improvements, and other actions to meet the needs of customers.

Job Type: Full-time

Pay: Php15, Php20,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Employee discount
• Gym membership
• Health insurance
• Opportunities for promotion
• Promotion to permanent employee

Application Question(s):

• Rate e-mail writing and cold calling skills (0 as the lowest, 10 highest)

Experience:

• Customer service: 2 years (Required)

Work Location: In person