Customer Care Specialist

4 weeks ago

Brisbane, Queensland, Australia Fitness Cartel Australia & New Zealand Full time

Join to apply for the Customer Care Specialist - Virginia role at Fitness Cartel Australia & New Zealand

At Fitness Cartel Health Clubs, we're more than a gym - we're a vibrant, fast-growing brand with plans to expand to 60+ clubs by 2030. Our state-of-the-art facilities include everything from Cycle Studios and Reformer Pilates to cafés, crèche, and saunas, creating a feel-good environment that motivates, challenges, and inspires.

Responsibilities
  • Handle membership cancellation requests promptly and professionally
  • Engage with members to understand concerns and explore alternatives to cancellation
  • Record cancellation reasons and feedback to help improve member experience
  • Deliver exceptional service to every member, aiming for a positive resolution
  • Use provided scripts and tools to de-escalate inbound cancellation enquiries
  • Collaborate with the leadership team to develop strategies that reduce churn
  • Meet retention KPIs (e.g., % of cancellations saved)
Debt Collection & Account Management
  • Contact members with overdue accounts via phone, email, and SMS
  • Explain billing details and negotiate repayment arrangements
  • Encourage members to re-engage with the club post-absence
  • Liaise with third-party collection agencies and billing providers
  • Update payment details, process payments, and maintain account accuracy
  • Meet debt recovery KPIs (% of balances recovered)
What You'll Need to Succeed
  • 1-2 years' experience in debt collection or call centre roles or customer service roles (where you dealt with customers via the phone)
  • Strong communication and negotiation skills
  • Confident handling of difficult conversations with empathy and professionalism
  • Experience managing member databases or CRM systems is ideal
  • Detail-oriented with excellent follow-through
  • Goal-driven with a strong ability to meet performance targets
  • A passion for fitness and helping people stay engaged in their health journey
  • Australian working rights
What We'll Offer You in Return
  • A Thriving Culture: Join a fast-paced, values-driven team in the fitness industry
  • Career Growth: Opportunities for training, development, and progression through our Future Leaders program
Perks
  • FREE gym membership to all Fitness Cartel locations
  • Discounts on supplements, apparel, and café products
  • Access to Merse Wellness Spas at discounted rates
  • Paid Birthday Leave - celebrate your day, on us
  • Be part of a supportive and energetic team environment
How to Apply

Click 'APPLY' to submit your resume and a brief cover letter explaining why you're the right fit for this role. Applications are reviewed as they're received—so don't wait

Note: Only shortlisted candidates will be contacted. No agencies, please.


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