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 new 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