Job Description

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

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

Job 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.

Skills