Specialized Call Center Agent

2 days ago

Johannesburg, South Africa Planet Fitness Full time

As the Specialized Call Center Agent for the Planet Fitness App, you will act as the second line of contact for all escalated, app-related queries. You will work closely with the App Product Manager and Head Office technical teams to resolve complex member issues efficiently, while gaining in-depth exposure to how digital product teams operate in a leading health and fitness organization.

**Key Responsibilities**:

- Serve as the app support specialist within the call center, handling escalated and technically complex app queries from members.
- Collaborate with the Product Manager, development teams, and QContact teams to understand technical resolutions and communicate them effectively to members.
- Escalate unresolved issues appropriately up the pipeline while ensuring timely feedback loops to the member and internal teams.
- Document recurring issues and insights to assist the product team in identifying and resolving root causes in app functionality.
- Support training of first-line call center agents on app functionalities, common issues, and resolutions.
- Maintain updated knowledge of QContact, app backend systems, and digital workflows, becoming the internal expert for app support queries.
- Participate in product testing and feedback sessions, providing a member-facing perspective to the development team.

**Opportunities for Growth**:
This role offers exposure to technical product development processes, QContact system operations, and agile digital workflows, enabling you to build transferable skills relevant in any digital-focused industry. It is an opportunity to:

- Gain industry-standard knowledge on digital system operations.
- Learn how app development teams work and how technical problem solving is approached.
- Build confidence in taking ownership of specialized responsibilities in a growth through learning over blame environment.
- Regular training sessions with the Planet Fitness Digital Team to build upon your technical knowledge.

**Requirements**:

- Matric certificate or higher.
- Minimum 1 year of call center experience.
- Strong problem-solving skills with a curious and learning-focused mindset.
- Excellent communication and documentation skills.
- Ability to collaborate effectively with both technical teams and non-technical stakeholders.
- Confidence to take ownership of queries and drive them to resolution.
- Exposure to digital platforms, apps, CRM systems and technical concepts will be advantageous.

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