Job Description
Purpose of the position
The purpose of this position is to ensure that Fitness Passport members and non-members receive accurate responses to their enquiries in a timely manner.
Other times, they may be required to retain members.
For the most part, this is done reactively and requires agents to assist and incentivise members to continue their membership when they contact Fitness Passport to cancel.
**Other areas of focus for this role are**:
- Identifying trends in member behaviour to help customise and review retention offers as needed, answer general enquires relating to the member's membership as needed
- Carrying out proactive communications as this process develops.
- Reporting for resourcing and trend analysis purposes
The Account Manager should always be friendly and assist members while ensuring the contractual requirements of a FP membership are fulfilled.
The secondary function for this role is to assist the Team Leader with continual improvement in the AM function.
If you see improvements that could be made, you should identify them and raise them with your Team Leader.
You will also be required to assist in projects as required.
Responsibilities & duties
- Using FreshDesk, respond to members on individual enquires relating to their FP membership
- Ensure you remain up to date with any changes in the FP membership terms and conditions and any other items members may enquire about
- Escalate problems/issues from individual members to the Team Leader
- Assisting Team Leader, Customer Service Manager and General Manager - Operations with special projects as required
**.
If required for retention placing**:
- Contact members by phone to build rapport discuss retention
offers and retain them as an FP member
- Log data accurately and in a timely manner to allow member trends to be identified
- Identify trends in member behaviour and provide feedback to FP on how retention offers
can be catered to individual member needs
- Continually develop customer service and member retention skills through ongoing
training
- Other duties as required
Qualifications And Requirements
Work experience & skills
Essential
Strong written and oral English language skills
Experienced working to KPIs and targets
Prior experience in Customer Account Management role
Strong computer literacy with exposure to customer service CRMs and intermediate level excel skills
Outbound call experience
Australian Market knowledge & Experience
Desirable
Experience in a membership-based business is highly regarded
Understanding of Australian vernacular and culture
Personal qualities & behavioural traits
Essential
Proven ability to work independently and
meet deadlines
Warm and calm persona
Excellent interpersonal and rapport building skills
Ability to develop good working relationship with geographically dispersed teams
Resilience and ability to have firm conversations that create a win/win for members and FP alike
Attention to detail
Confidentiality
Desirable
Ability to recognise when to escalate a problem
**Job Description**:
Purpose of the position
The purpose of this position is to ensure that Fitness Passport members and non-members receive accurate responses to their enquiries in a timely manner.
Other times, they may be required to retain members.
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