Job Description
About the Role
The Service Ambassador is a key role in providing exceptional in-club member experiences, engaging our members across all offerings in club as well as online. This role supports the retention of our members through daily interaction and engagement.
Key Responsibilities
- Conducting Front of House Duties
- Control access into the facility
- Communicate and provide information to staff, members, and prospective members
- Deliver on member needs and experiences from entry to exit
- Adhere to operational standards, and administration policies and procedures
- Engaging with Members
- Deliver excellent customer service (experiences) throughout the club to achieve NPS and member sentiment score targets
- Drive digital engagement with members on our various platforms as our digital offering evolves
- Expose members to online or digital exercise offerings that are personalised / tailored to meet individual member needs
- Retain members
- Build member relations
- Resolve complaints for each member or incident
- Engage members to our fitness initiatives (events) to increase member retention
- Delivering the Member Floor Experience
- Promote safe exercise
- Manage member adherence to club rules and standards
- Maintain the cleanliness of the floor
Requirements
- Grade 12 Senior Certificate or NQF Level 4 equivalent
- Successful completion of Reception Academy
- Good understanding and knowledge of digital platforms
- Sound knowledge of Virgin Active exercise experiences
- Comprehensive understanding of the customer journey and the desired customer experience
- Sound knowledge of club rules, operating standards, and safety protocol
- Minimum of 12 months experience within a face-to-face customer-facing role
- Proven ability to resolve member questions and queries
Qualifications
- Completed Reception Academy
About Customer service / support Jobs in Msunduzi
In the city of Msunduzi, South Africa, the customer service and support industry is a significant sector, contributing to the country’s economic growth. Typically, this field encompasses various roles that cater to diverse industries, often requiring adaptability and excellent communication skills. As a result, individuals seeking employment in this area can expect a dynamic and rewarding work environment.
When it comes to salary expectations for customer service and support positions in Msunduzi, the range is broad, and actual figures can vary depending on factors such as experience, company size, and industry sector. Generally, salaries typically fall within the R40 000 – R80 000 per annum range for entry-level positions, while more senior roles can command higher salaries, often ranging from R80 000 – R120 000 per annum or more, depending on performance and qualifications.
Common skills required for customer service and support roles in Msunduzi include excellent communication and interpersonal skills, patience, empathy, and problem-solving abilities. Additionally, proficiency in Microsoft Office applications, a strong internet connection, and experience with CRM systems are often essential. In some cases, knowledge of social media platforms, content management systems, or data analytics tools may also be beneficial.
The customer service and support industry is commonly found across various sectors, including financial services, technology, manufacturing, and retail. These roles are often in high demand due to the growing need for efficient customer communication and support.
Career development opportunities for individuals working in customer service and support positions in Msunduzi typically involve progressing through different levels of responsibility, such as from a support role to a team lead or specialist position. With experience and additional training, professionals can move into more senior roles, such as operations management or business analysis, within the same industry or explore related fields, like sales, marketing, or human resources.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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