Customer Service jobs in Singapore

WANT AN EXCITING AND ENERGETIC CAREER OPPORTUNITY IN GROWING GYM BUSINESS? EXTENSIVE EXPERIENCE IN B2C SALES?

The Senior Manager- Customer Service is responsible for overseeing and developing the customer service of (currently) 5 Anytime Fitness Gyms. Working with our current Gym Managers you will be a true ambassador of the Anytime Fitness Culture, and tirelessly inject the Anytime Fitness Cultural Values into its staff, members and community resulting in a harmonious environment of happiness, laughter, play, and productivity.

Responsibilities include, but are not limited to the following:

1. Working with and overseeing the Gym Managers to achieve retention targets, ensure business growth of the gyms, working with the team on achieving targets, recruiting, hiring, training, troubleshooting, assisting with developing, adjusting and enforcing policies and procedures as stipulated by Anytime Fitness Asia; budget management; utilising statistics for training and growth purposes, enabling staff development, ensure all teams provide exemplary Customer Service at all times and developing community outreach programs.

Major Duties and Responsibilities

Member/Customer Experience:

• Work with the Gym Managers to ensure that Members/Prospects receive exemplary customer service at all times during the fitness journey with Anytime Fitness.
• Work with the Personal Training Dept to ensure the personal training department is trained in Customer Service to ensure they are developing safe, professional, exciting and comprehensive personal training programs to ensure clients are satisfied with their workout program and remain motivated to attain their personal fitness goals.
• Ensure consistent performance of staff when conducting fitness consultations for new clients including pre-participation screening, Medical History, Lifestyle questionnaire, and goal setting to assess and recommend personal training programs.
• Ensure that Member/Customer Service requirements are met – duties may include the following:
• Fitness Assessments & Equipment Orientations
• Maintain Service Desk
• Fitness Equipment Maintenance.

Promotion:

• Working with Gyms Managers and the Marketing team to effectively and successfully promote the Anytime Fitness Brand and gyms to the general public.
• Diligent promotion of all Anytime Fitness programs, services and products.
• Meeting and exceeding all Gym Performance Targets.
• Diligent supervision of Community Outreach Programs.
• Collaborating on and executing sales and marketing initiatives.
• Collaborating on and executing member retention strategies.

Managerial & Supervisory:

• Attend all daily, weekly and monthly meetings for Sales Teams, Personal Training Teams, Admin Teams and Managerial Teams.
• Ensure the gym’s monthly performance is in accordance with the annual business plan as agreed with the senior management team.
• Training, troubleshooting and evaluating sales and customer service performance in all gyms.
• Assisting with developing, adjusting and enforcing policies and procedures as stipulated by Anytime Fitness Asia.
• Ensuring effective budget management and ensure that staff have all the opportunities and tools to reach their weekly, monthly, quarterly budgets.
• Overseeing risk management practices.
• Encourage staff development.
• Understanding and implementing ongoing patron usage statistics.
• Remain current on new trends in the industry.

Responsibilities of All Positions within Anytime Fitness:

• Support and articulate the Anytime Fitness mission statement.
• Adopt the Anytime Fitness Cultural Values.
• Maintain a Healthy Way of Life.
• Adhere to company policies and procedures.
• Ensure cleanliness of the club using all 5 senses:
• Sight to ensure club is neat and orderly.
• Sound to ensure music/sound levels are appropriate.
• Touch to ensure floors, countertops, etc. are clean and dry.
• Taste to ensure food & beverages in the café are up-to-standards.
• Smell to ensure the club is fresh and odor free.

Customer Service:

• Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers.

Safety:

• Safety responsibilities include:
• Comply with all company safety rules.
• Use all required safety devices and personal protection equipment.
• Report accidents and injuries to supervisor as soon as possible.
• Notify department head of any unsafe acts or conditions as soon as possible.
• Participate in safety training and safety inspections.
• Suggest methods of preventing hazards to safety committee.

Minimum Qualifications

Education:

• High School graduate or above.
• Personal Training qualification (optional).
• Proven sales experience.
• Proven ability to meet sales/budget targets.

Experience:

• Ten years working/sales experience preferred.
• Minimum of 3 years management experience.

Knowledge, Skills, Abilities and Other Characteristics:

• Ability to build and maintain relationships with members and with staff.
• Excellent customer service and promotional skills; energetic, enthusiastic and motivational.
• Ability to resolve conflicts in a professional, tactful manner.
• Excellent interpersonal skills.
• Excellent communications skills.
• Excellent leadership skills.
• Be an enthusiastic learner.
• Excellent time management and organizational skills.
• Ability to operate computer and office software, MS Word, Excel, and Anytime Fitness programs such as Club Hub.

Language Ability:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Possess the ability to write routine reports and correspondence.
• Be able to speak effectively before groups of customers, clients, and other employees of the organization in the required language.

Maths Ability:

• Possess the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

Reasoning Ability:

• Possess the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Be able to deal with problems involving several concrete variables in standardized situations.

Technical Skills:

• To perform this job successfully, an individual must have knowledge of Microsoft Word, Excel, Power Point, Microsoft Outlook, iConnect360 and Club Hub.
• Possess excellent operational knowledge of all fitness equipment.
• Be able to operate all assessment equipment with expertise.