Customer Service Associate

Job Overview

We are looking for a dedicated Customer Service Support team member to join our dynamic team. You will be the first point of contact for our customers, ensuring exceptional service and a seamless experience. This role requires strong communication skills, problem-solving abilities, and a customer-centric approach.

Job Roles & Responsibilities

1. Customer Enquiries & Support
   1. Respond to customer inquiries via phone, email, live chat, and social media in a timely and professional manner.
   2. Assist customers with service inquiries, product usage questions, and general information requests.
   3. Provide accurate information about our services, programmes, pricing and policies.
   4. Assist customers with bookings, cancellations and rescheduling requests while ensuring adherence to company policies.
   5. Manage and resolve customer complaints and issues with professionalism by investigating concerns, providing solutions and following up on open cases, ensuring a positive customer experience.
   6. Maintain a thorough understanding of the company's products and services to offer informed recommendations.
   7. Handle customer feedback and proactively identify opportunities for service improvements.
2. Coaching Session Management
   1. Coordinate and schedule private coaching sessions, ensuring all sessions are confirmed with customers and coaches.
   2. Communicate coaching availability to clients and provide reminders prior to sessions.
   3. Monitor the progress of scheduled private coaching sessions, ensuring they run on time and meet customer expectations.
   4. Provide administrative support for coaching staff, including managing calendars and making adjustments as necessary.
3. Process Improvement & Collaboration
   1. Identify common customer issues and suggest process improvements to enhance service efficiency.
   2. Collaborate with the marketing and operations teams to ensure a seamless customer journey.
   3. Stay updated on company policies, promotions, and service offerings to provide accurate information to customers.

Employment Perks

• Exclusivity: Work with one of Malaysia's fastest growing boutique fitness brands.
• Embrace growth: There’s ample opportunities for professional and personal development here as we expand our business to other areas and regions.
• Bonus & rewards: Your contributions will not go unnoticed. We reward good work and good attitudes.
• Build connections: Form a network of the best people here and experience valuable connections.
• Wellness: Enjoy free pickleball group lessons at Pickle Social Club and fitness classes at TRIBE (our sister brand), and our upcoming new wellness brand.
• Others: Discounts on in-house merchandise, fitness packages and affiliate partners’ products.

Minimum Requirements

• Experience: Minimum 1-2 years in customer service, hospitality, or a related field.
• Skills: Strong communication, problem-solving, and multitasking skills.
• Tech-Savvy: Comfortable using customer service platforms, booking systems, and messaging apps.
• Languages: Proficiency in [English/Bahasa Malaysia/Mandarin] is preferred.
• Customer-Oriented: Passionate about delivering excellent service and building positive customer relationships.
• Availability: Willingness to work in shifts, including weekends and public holidays, as needed.

Apply now at this link.