The Responsibilities

Your primary responsibility will be to provide exceptional customer service, addressing inquiries, resolving issues, and promoting overall client satisfaction. This role requires a strong commitment to promoting wellness, effective communication skills, and the ability to navigate and assist clients with various wellness-related services.

• Provide exceptional guest experience through all communication channels, currently including face-to-face interactions, phone calls, email, SMS, website contact forms and live chat, and Social and public review sites.
• Managing and closing all in-bound communications (from DM’s, to technical support, to explaining studio policies and answering basic business queries), ensuring a follow-up note or action has been set in the guest profile to continue relations.
• Liaising with the wider team to efficiently solve guest queries (from lost property to supporting PT) and sharing requests outside the GE realm to the relevant internal team.
• Where possible, highlighting ‘how-to’s’ and features to support a seamless class experience for their guests, when online classes are taking place.
• Actively engaging with the marketing team to know first-hand their products and services, including any timely campaigns and events to give relevant advice to guests.
• Monitoring and efficiently responding to feedback, both in-studio and online (currently MBO, Facebook, Instagram, Google).
• Opening and closing of the studio.
• Support on the cleanliness of the studio and promote a place clients want to return to.

The Person

• You are a people person; you are approachable, warm, relatable with a high level of emotional intelligence.
• You are positive, confident, and naturally ‘service-oriented’ with an in-built desire to make someone’s day!
• You are self-motivated, curious, resilient, not easily overwhelmed and can handle yourself in challenging situations.
• You are flexible with your working hours and are happy with shift work across weekdays and weekends.
• You understand health, movement and being well – without having to be an expert.
• You are passionate about health, fitness and wellbeing.
• Preferably some experience in a customer-facing role; ideally within wellness, retail, or hospitality.
• Great verbal and written communication skills.
• A practical problem-solver with the ability to process a variety of requests.
• Computer literate & tech savvy