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Customer Service Manager

4 weeks ago

Gold Coast, Queensland, Australia Fitness Cartel Australia Full time

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 overdue 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.
  • Utilise the computer & our various software systems to look up member details, create access key tags, process purchases & assist members with booking classes.
  • Working with the Reception team to meet and exceed customer service targets and other KPI's.
  • 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.
  • FREE gym membership to all Fitness Cartel locations.
  • 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

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