Member Services Officer ( Nhân Viên Lễ Tân)

Functional objective: Achieve 5 star rating in customer care and facilities management. Actively participate in personal development programs.

Reports to: Manager, Member Services



KEY RESPONSIBILITIES

+ 40% Customer Service

- Greet, welcome, interact and check-in members and guests professionally at all times.

- Ensuring prompt and professional phone answering service.

- Render high level of customer satisfaction by ensuring their needs and requests are attended to in a timely manner; referring to Supervisor, Manager if necessary.

- Assist to ensure procedures and systems are practiced within the scope/requirement of the Company.



+ 20% POS transactions

- Ensure proper handling of all sale transactions with issuance of official receipts.

- Ensure all documents are checked and verified before POS.

- Assist with collection of outstanding balance.

- Assist/promote shoe locker, retail occupancy.



+ 20% Facilities Management

- Assist to achieve 5 star facility standards through auditing, feedback and reporting.

- Ensure safety of staff and members are in order at all times - train and prepare for incidents, injuries.

- Ensure opening/closing of facilities is in according to Company policies.

- Conduct stock take of supplies and products, report accordingly.



+ 10% Personal and Team Development

- Ensure consistent self development by actively participating in meetings with own team for updates and functional training.

- Contribute ideas to personal and team development program at all times.

- Ensure active involvement in Daily Staff Line-up Program.



+ 10% Habits of highly effective team

- We make Life Better by doing what we Love.

- We are Mavens of Making Life Better through Fitness.

- We Play & Have Fun while doing our jobs - Fitness is Fun.

- We Celebrate Growth and Recognize Achievement.

- We Train, Train, Train, Train, Train - Constant and Never Ending Improvement is in our DNA.

- We are Responsible; always acting with Integrity & Accountability.

- We maximize our Value by always doing & delivering more with less.



KEY PERFORMANCE INDICATORS (KPI):

- Pass, understand and practice well Member Service functional training at least 80% (GR, Aphelion, P&P...)

- Achieve at least 70% or more CSR complete according to CSR procedure (Detail on email, case investigation, suggest solutions, professional and polite when dealing case with member...)

- Not more than 3 times receive negative feedback from members or line manager in 6 months

- Work committed and efficient (achieve at least 80% contribute to club event, meeting, HP, promotion training...)