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Customer Service Manager

2 weeks ago

Aspley, Queensland, Australia Fitness Cartel Australia & New Zealand Full time $60,000 - $80,000 per year

Join the Cartel

At
Fitness Cartel Health Clubs,
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