Customer Service Manager

Join to apply for the Customer Service Manager - NEW club Carrara role at Fitness Cartel Australia & New Zealand

3 weeks ago Be among the first 25 applicants

Join to apply for the Customer Service Manager - NEW club Carrara role at Fitness Cartel Australia & New Zealand

We're bringing the Fitness Cartel experience to Carrara Our brand-new club is opening soon, offering world-class facilities, cutting-edge equipment, and an incredible fitness community. This is your chance to be part of something special from the very beginning

At Fitness Cartel Australia, we're more than a gym - we're an exciting and 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.

Join the Cartel

We're bringing the Fitness Cartel experience to Carrara Our brand-new club is opening soon, offering world-class facilities, cutting-edge equipment, and an incredible fitness community. This is your chance to be part of something special from the very beginning

At Fitness Cartel Australia, we're more than a gym - we're an exciting and 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.

The Role :

In this highly important role, you'll be responsible for managing the customer service delivery to our members & overseeing the reception team . You will assist members enquiries with your heartfelt professional service, providing every person who calls or walks through our doors, with electric experiences with every interaction. This is a diverse role that will have you switching from greeting members personally & managing customer queries over the phone to the management of the reception team, driving KPI's of customer service & retention .

Key Responsibilities:

• Manage o verdue accounts , cancellations & enquiries, meeting the company targets.
• Supervise the Reception team , providing training & ongoing support for new employees.
• Rostering of Reception team , working with the Retail Manager to ensure adequate staff are working at critical times to provide the ultimate customer service.
• Working with the Reception team to meet and exceed customer service targets and other KPI's .
• Answering calls, handling queries & managing complaints .
• Utilise the computer & our various software systems to look up member details, create access key tags, process purchases & assist members with booking class es .
• Working with the Reception team to meet and exceed customer service targets and other KPI's .
• Perform café duties including using a coffee machine & making protein shakes.
• Maintain venue cleanliness ensuring the reception/café area are always neat & tidy, the supplement shelves are well stocked, and the apparel is precisely displayed.
• Follow directions, prioritise & complete tasks in a timely manner.
• Perform other related duties.

What you'll need to succeed :

• 3+ years previous customer service supervisory experience with excellent communication skills.
• Financially driven with natural drive to achieve individuals targets and team goals.
• Experience in a KPI driven environment.
• Ability to build rapport with people from varied walks of life, and a desire to help people succeed in their goals.
• The ability to solve problems and overcome obstacles.
• Outstanding communication abilities - able to list, understand, empathise and influence others.
• Customer-focused with a desire to achieve exceptional customer outcomes.
• Ability to be a role model and live by health values and behaviours, while being passionate about the gym brand you work for.
• A "can do" attitude with a thirst for learning & ambition for growth.
• A passion for health & fitness & eagerness to work for the industry.
• Be reliable, proactive, punctual, professional & well-presented.
• Have a strong work ethic.
• Show initiative, be highly motivated & an adaptable team player with the ability to multitask.
• Computer literacy & ability to learn new systems.
• Communicate & uphold, policies & procedures of the business to customers and staff.
• Hold current First Aid & CPR Certificates (or willing to attain).
• Have flexibility to work hours suitable for the operations of a gym (shift schedules are provided in advance).
• Have Australian working rights.

What we'll offer you in return:

• A Thriving Culture:Be part of the fitness industry's most exciting and rapidly expanding brand.
• Career Growth:Opportunities for training, development, and advancement 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.
  • Birthday Leave - have your birthday off, and get paid for it
  • Work in state-of-the-art fitness clubs offering 24/7 access, cycle studios, reformer Pilates, saunas, cafés, and more.

How to Apply:

Click 'APPLY' to submit your resume and a cover letter explaining why you want to work with Fitness Cartel and what you can bring to our team. Applications will be reviewed as received, so don't wait—apply today

Note: Only candidates meeting our selection criteria will be contacted. No agencies please

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionOther
• IndustriesHealth, Wellness & Fitness

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