Key Responsibilities

Client Relations: Maintain courteous relationships with clients, regularly obtain feedback, understand concerns and identify dissatisfaction early.

Complaints & Escalation: Record and follow up complaints until resolved. Training-related matters shall first be referred to the Head Coach. Unresolved, repeated or reliable matters, including safety, harassment, misconduct or reputational concerns, shall be escalated immediately to the Admin and Management Team.

Daily Client Experience: Monitor client flow, trainer availability, reception, housekeeping, cleanliness, equipment, facility condition and staff-client interaction, and report service or operational gaps promptly.

Follow-Up & Retention: Follow up after complaints or major service issues, support renewal and retention activities, identify frequent absence or dissatisfaction, and contact new members for feedback when instructed.

Coordination: Coordinate with trainers, Head Coach, reception, housekeeping, administration and Management, ensuring client-related matters reach the person responsible without delay.

Reporting: Maintain a Daily Client Relations Log covering feedback, complaints, requests, observations, action taken, responsible person, pending matters and final status. Submit reports through the approved channel and report urgent matters immediately.

Policies & Authority: Follow Bodywave SOPs, membership rules and approved procedures. Do not communicate unofficial policies or make commitments on refunds, compensation, discounts, membership extensions,



free services or other financial benefits without prior Management approval.

Confidentiality & Conduct: Keep client, staff, operational, management and financial information confidential; remain neutral in disputes and maintain professional appearance, communication and behaviour.

Safety & Improvement: Immediately report safety, hygiene, equipment or facility concerns and support corrective actions, training and service-improvement initiatives.

Key Performance Expectations Client satisfaction and quality of interaction Timely complaint handling, escalation and closure Accurate reporting and effective follow-up Reduction of recurring service issues Support for client retention Skilled communication, confidentiality and SOP compliance Effective coordination with departments Authority & Limitations The Client Relations Executive is authorized to receive client feedback, coordinate with concerned departments, follow up on client issues and escalate matters to Management.

General Duties The Client Relations Executive shall perform any other reasonable duties assigned by Management relating to client relations, client experience, service quality, client retention and smooth gym operations. Management reserves the right to revise or modify the responsibilities of this position according to operational requirements.

Pay: ₹10,897.03 - ₹28,000.00 per month

Benefits

- Cell phone reimbursement
- Commuter assistance
- Food provided

Work Location: In person

📌 Client Relations Executive (Kozhikode)
🏢 Thenaruvi Herbal Village
📍 Kozhikode