Customer Experience Executive

Job Summary

The Customer Service Executive is responsible for providing exceptional service to clients and ensuring a positive experience at the movement studio.

This role involves handling inquiries, managing memberships, and supporting daily operations to enhance client satisfaction and studio efficiency.

Job Description

1. Client Interaction and Engagement:

- Greet clients and visitors warmly, providing a friendly and welcoming atmosphere.

- Address client inquiries and concerns promptly, both in person and via phone, email, or social media.

- Provide information about classes, schedules, membership options, and studio policies.

2. Membership Management:

- Assist clients with membership sign-ups, renewals, bookings and cancellations.

- Process payments and manage billing inquiries.

- Handle waitlists and ensure smooth class transitions.

- Communicate any changes or updates to clients effectively.

- Maintain accurate and up-to-date membership records.

3. Administrative Support:

- Perform administrative tasks such as data entry, filing, and report generation.

- Manage inventory of studio supplies and merchandise, including ordering and restocking as needed.

- Studio housekeeping - cleanliness and organization of the studio and front desk. Monitor and maintain a safe and secure environment for clients and staff.

4. Customer Feedback:

- Collect client feedback to improve studio services and offerings.

- Address and resolve client complaints or issues in a professional manner.

- Report recurring issues or suggestions to management for further action.

5. Marketing and Promotion:

- Work with marketing team for member events, workshops and promotional campaigns and is effectively communicated with new and/or current members.

- Acquire videos, photos and other forms of content for marketing team to create Instagram stories.

6. Team Collaboration:

- Work closely with instructors, managers, and other staff members to ensure a cohesive team environment.

- Participate in staff meetings and training sessions.

Qualifications

. Previous experience in customer service or a similar role is preferred.

. Strong communication and interpersonal skills.

. Proficiency in basic computer applications and studio management software.

. Ability to multitask, organise and manage time effectively.

. Friendly and approachable demeanor with a focus on customer satisfaction and proactive attitude.

. Basic knowledge of movement or fitness is a plus.

. Willingness to move some light and moderate weight items.