Please check out the overview below and then get in touch if you'd like to have an informal chat to find out more!
Are you passionate about solving customer issues with your friendly, infections personality?
Have amazing attention to detail?
And love all things health & fitness?
If so, we need to talk :-)
Reporting to and working with Kate, you will.........
> Help us smash our client retention targets and take our overall client experience and customer service to a new level!
> You’re here to be the trusted person known for being ‘behind the inbox' and at the end of the phone who’s always willing to help
> You’ll deliver outstanding customer service and resolve all client & membership queries, quickly and efficiently - doing so in your own unique, friendly and warm style (no generic ‘corporate’ style interactions here!)
> You’ll be part of our mission to be the best part of our client’s day, every day.
DUTIES - CUSTOMER SERVICE
* Managing our busy customer service SMS & email inboxes daily - resolving all queries
* Proactively picking up the phone to help clients, promptly and efficiently
* Sharing client feedback with the team with the objective of constantly improving our programs and service
* Manage our member’s only Social Media group
DUTIES - MEMBERSHIPS & BILLING
* Checking and amending client membership information
* Managing membership & billing change requests
* Resolving payment issues
* Processing membership tier change requests
* Chasing membership contracts and filing online
DUTIES - RETENTION & RENEWALS
* Help with the onboarding and ‘early stages’ of our client’s journeys
* Speak to clients looking to leave, and aim to save at least 25%
* Proactively spot people who are disengaging and use initiative to re-engage them
* Send relevant, outbound messages to different segments of our membership base
* Coordinate retention and renewals activity with the Ops Manager
* Design end weekly newsletter to our members
FANCY A CHAT?
Email CV and a few words to Chris@innovatefitness.co.uk
Kate and I will be in touch asap :-)