The Customer Service Officer (CSO) is the face of the gym, ensuring a seamless and positive experience for members and visitors. They handle inquiries, manage memberships, resolve issues, and maintain a welcoming atmosphere. The role also involves maintaining cleanliness and hygiene standards to ensure the center looks and feels Always Recent with a Happy to Help attitude.

Customer Service, Operations Management, Customer Handling Skills
Conducting tours for potential members
Guide current visitors, provide detailed facility tours, introduce trainers, and facilitate trial sessions
LMS adherence, CH-BT% (Trial/Walk-in conversion rate) - Membership Renewal & Retention
Follow up on expired/lapsed memberships, engage members for renewals
Renewal %, Net Promoter Score (NPS) - Member Engagement & Satisfaction
Regularly interact with members, resolve queries, gather feedback, and escalate concerns where necessary
Member retention rate, Customer satisfaction (NPS), Number of escalations per 100K footfall
Compliance & Documentation, Ensure compliance with checklists such as Wooqer reporting, safety guidelines, and CRM usage
Wooqer compliance fill rate >90%, FLS audit score
Facility & Equipment Maintenance, Monitor cleanliness, report facility issues via ODIN tickets,



and ensure timely resolution.
ODIN ticket open %, ODIN SLA breach rate, AN audit score, -Smooth Daily Operations | Ensure the gym is operational on time, manage check-ins, and assist with customer concerns
On-time center opening %, CH-BT% (Trial/Walk-in attendance)
Handling Issues & Conflict Resolution, Address complaints/escalations related to membership, facility, and equipment | Escalations handled successfully, % class cancellations due to facility issues
Safety & Compliance | Adhere to fire, safety, and compliance regulations; Ensure timely injury reporting and staff training | Adherence to FLS training, Number of injuries reported timely
A Day in the Life of a CSO - Morning Opening Duties: Ensure gym cleanliness, readiness, and equipment functionality.
Member Engagement: Welcome early members, assist with check-ins, answer queries. - Sales & Renewals: Conduct gym tours for walk-ins, follow up on potential memberships. - Admin & CRM Updates: Process renewals, cancellations, and track inquiries.
Peak Hour Management: Handle member queries, facility concerns, and escalations. - Closing Duties: Ensure facility cleanliness, safety checks, and closing procedures

📌 Customer Service Officer Secunderabad
🏢 Cultfit Healthcare
📍 Secunderabad