Customer Experience Associate

1 month ago


Cape Town, Western Cape, South Africa Virgin Active South Africa Full time
Job Overview

At Virgin Active South Africa, we are seeking a Customer Experience Associate to join our team in Brackenfell Red. This role is an excellent opportunity for individuals who are passionate about delivering exceptional member experiences.

Responsibilities

The Customer Experience Associate will be responsible for providing top-notch customer service to our members across various areas of the club. This includes engaging with members on the exercise floor, studios, swimming facilities, and lounge areas. The ideal candidate will have excellent communication skills, be able to adapt to a fast-paced environment, and possess a growth mindset.

  • Front of House Duties: Control access into the facility, communicate with staff and members, deliver on member needs, and adhere to operational standards.
  • Engaging with Members: Deliver excellent customer service, drive digital engagement, expose members to online exercise offerings, retain members, build member relations, resolve complaints, and engage members in fitness initiatives.
  • Delivering the Member Floor Experience: Promote safe exercise, manage member adherence to club rules and safety protocol, and maintain the cleanliness of the floor.
Requirements

To succeed as a Customer Experience Associate, you will need:

  • A Grade 12 Senior Certificate or NQF Level 4 equivalent.
  • Successful completion of Reception Academy.
  • A good understanding and knowledge of digital platforms.
  • Sound knowledge of Virgin Active exercise experiences.
  • Comprehensive understanding of the customer journey and desired customer experience.
  • Sound knowledge of club rules, operating standards, and safety protocol.
  • A minimum of 12 months' experience in a face-to-face customer-facing role.
  • Proven ability to resolve member questions and queries.
  • An embodiment of business values.
About Us

We offer a dynamic work environment that prioritizes employee growth and development. As a Customer Experience Associate, you will have opportunities to learn and improve your skills, working closely with our experienced team.

Estimated Salary: R22,500 per month (based on the title, job description, and location). We offer competitive compensation packages, including benefits and rewards for outstanding performance.



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