Customer Care Specialist

At Fitness Cartel Australia, 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 Aspley.In this role, you'll support multiple clubs across the network by managing membership cancellations, debt recovery, and account enquiries.
You'll be a key player in retaining members by delivering exceptional service, resolving account issues, and building lasting connections.Key Responsibilities:Member RetentionHandle membership cancellation requests promptly and professionallyEngage with members to understand concerns and explore alternatives to cancellationRecord cancellation reasons and feedback to help improve member experienceDeliver exceptional service to every member, aiming for a positive resolutionUse provided scripts and tools to de-escalate inbound cancellation enquiriesCollaborate with the leadership team to develop strategies that reduce churnMeet retention KPIs (e.g., % of cancellations saved)Debt Collection & Account ManagementContact members with overdue accounts via phone, email, and SMSExplain billing details and negotiate repayment arrangementsEncourage members to re-engage with the club post-absenceLiaise with third-party collection agencies and billing providersUpdate payment details, process payments, and maintain account accuracyMeet 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 skillsConfident handling difficult conversations with empathy and professionalismExperience managing member databases or CRM systems is idealDetail-oriented with excellent follow-throughGoal-driven with a strong ability to meet performance targetsA passion for fitness and helping people stay engaged in their health journeyWhat 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 programFREE gym membership to all Fitness Cartel locationsAccess to Merse Wellness Spas at discounted ratesPaid Birthday Leave – celebrate your day, on us
Be part of a supportive and energetic team environmentHow 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.About usFitness Cartel, where our relentless pursuit to be the best version of yourself isn't just amotto—it's a way of life.
With an ambitious expansion plan to open 60 health clubs by 2029,we're ona mission to provide the best facilities, customer service, and atmosphere in the industry.
Ourclubs offer a vast range of services, including Reformer Pilates, a comprehensive weight zone, adedicated cardio zone, and cycle studios, ensuring a holistic fitness experience.
We cater to adiverse community, from fitness enthusiasts to families, offering child-minding services tosupportparents on their fitness journey.
Whether you're a fitness professional looking to advance yourcareer or someone passionate about starting their fitness journey, Fitness Cartel welcomes youto bepart of our growing family.
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