Customer Care Specialist
4 days ago
Join the Cartel
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.
The Role:
We're on the hunt for a full-time Customer Care Specialist to join our Centralised Customer Care Team based at Fitness Cartel Virginia.
In this role, you'll support multiple clubs across the networks by managing membership cancellations, debt recovery and account enquiries through inbound and outbound calls
. You'll be a key player in retaining members by delivering exceptional service, resolving account issues, and building lasting connections.
Key Responsibilities:
Member Retention
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 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 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 industryCareer 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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