Customer Service Director

2 days ago

City Of Stirling, Australia beBeeCustomer Full time $80,000 - $120,000
Customer Experience Manager

We are seeking an exceptional leader to manage our customer service team and oversee the reception area. This is a diverse role that will involve managing member enquiries, supervising the reception team, and driving customer service targets.

This role offers opportunities for training, development, and advancement through our Future Leaders program. As a Customer Experience Manager, you will be responsible for creating a memorable experience for every member who interacts with our team.

Key Responsibilities:
  • Manage overdue accounts, cancellations, and enquiries, meeting company targets.
  • Supervise the Reception team, providing training and ongoing support for new employees.
  • Rostering of Reception team, working with colleagues to ensure adequate staff are working at critical times to provide the ultimate customer experience.
  • Working with the Reception team to meet and exceed customer service targets and other Key Performance Indicators (KPIs).
  • Maintain venue cleanliness ensuring the reception/café area are always neat and tidy, the supplement shelves are well stocked, and the apparel is precisely displayed.
Requirements:
  • 3+ years of previous customer service supervisory experience with excellent communication skills.
  • Financially driven with natural drive to achieve individual 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 listen, 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 fitness industry.
  • A "can do" attitude with a thirst for learning and ambition for growth.
  • A passion for health and fitness and eagerness to work in the industry.
  • Be reliable, proactive, punctual, professional and well-presented.
  • Have a strong work ethic.
  • Show initiative, be highly motivated and an adaptable team player with the ability to multitask.
  • Computer literacy and ability to learn new systems.
  • Communicate and uphold policies and procedures of the business to customers and staff.
  • Hold current First Aid and 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.
Benefits:
  • 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.

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