I. General Summary
The Customer Service Officer provides efficient and professional support to members and franchisees across Anytime Fitness Asia. The role ensures prompt, accurate, and courteous handling of inquiries while maintaining high service standards. It involves close coordination with Operations, Finance, and Technical Support teams to resolve issues effectively.
II. Roles and Responsibilities
1. Customer Support
- Respond to inquiries via email, CRM, or other channels.
- Provide accurate information on products, services, and policies.
- Handle basic complaints and escalate complex issues as needed.
- Follow up on pending cases to ensure timely resolution.
- Maintain positive and empathetic communication.
2. Service Quality and Process
- Accurately record customer data and feedback in CRM systems.
- Follow standard procedures and company policies.
- Identify recurring issues and suggest process improvements.
- Support efforts to improve response times and service flow.
3. Cross-Functional Collaboration
- Coordinate with Operations, Technical, and Finance teams for issue resolution.
- Share customer feedback and insights for improvement.
- Assist in updating FAQs and service scripts.
4. Reporting
- Prepare reports on inquiries, response times, and satisfaction.
- Track key performance indicators and share insights.
- Join service meetings to review performance and improvements.
III. Skills and Qualifications
Minimum Qualifications
- Bachelor’s degree in Business, Communications, Marketing, or related field.
- 1–2 years of customer service or admin experience.
- Excellent English communication skills.
- Detail-oriented, proactive, and solutions-driven.
- Basic MS Office proficiency.
- Able to work well in virtual or hybrid teams.
Preferred Qualifications
- Experience with CRM or helpdesk tools.
- Background in fitness, retail, or franchise industries.
- Strong multitasking and professionalism under pressure.
General and Safety Responsibilities
- Uphold Anytime Fitness’ mission, values, and policies.
- Demonstrate professionalism, teamwork, and service focus.
- Follow all safety procedures and use protective equipment.
- Report incidents immediately and support safety initiatives.
- Promote a safe, hazard-free workplace.
