Customer Service Representative

About the role

The Customer Service Representative is the primary point of contact between the club and its members. This role drives a member‑focused culture by listening actively, coordinating timely follow‑up, and ensuring a consistently positive experience across all communication channels.

Key responsibilities

• Serve as the first point of contact for members in person, by phone, and via digital platforms.
• Listen attentively to member feedback, concerns, and requests, handling each interaction with empathy and professionalism.
• Manage complaints and experience‑related cases with a solution‑oriented mindset.
• Cover member inquiries when the responsible team member is unavailable.
• Proactively reach out to members at key moments in their membership journey to check on their experience.
• Follow up on reported issues to confirm resolution and restore satisfaction.
• Escalate unresolved or recurring concerns with full context and documentation.
• Document all interactions in the designated system and monitor feedback patterns.
• Prepare periodic feedback summaries and contribute to service‑improvement discussions.
• Foster a member‑centric mindset within the team through coaching and knowledge sharing.

Required profile

• Strong empathy and patience, especially when handling frustration or sensitive situations.
• Customer‑centric mindset with a drive to understand member needs and expectations.
• Clear verbal and written communication skills that prevent escalation and resolve issues efficiently.
• High accountability, owning each interaction from start to finish.
• Team‑player attitude, willing to collaborate and share insights.

Required skills