As our Customer Engagement Specialist, you will report directly to the Head of Admin and Operations, playing an integral role as thethe voice of our members - ensuring every concern, enquiry, and feedback is handled with care and professionalism. You'll work closely with our operations and outlet teams to enhance the overall customer experience and strengthen member satisfaction. We are seeking analytical, proactive and responsible individuals who take an interest and passion in the fast-growing fitness and wellness industry to build a long-term career with us. Join us and be part of a dynamic team that will add value to your learning and growth as a Customer Engagement Specialist!
Your contributions to our joint success:
- Manage and respond to customer feedback, enquiries, and service recovery cases escalated to HQ within three (3) working days.
- Work closely with Area Managers and outlet teams to investigate and resolve member issues, ensuring timely follow-up and positive outcomes.
- Engage with customers across different channels - including social media and in-person feedback sessions - to understand their needs and experiences.
- Collect and analyse feedback to identify trends, service gaps, and opportunities for improvement.
- Design and conduct customer surveys and feedback initiatives to enhance understanding of the customer journey.
- Partner with outlet teams to implement service enhancements and ensure a consistent, high-quality experience across all locations.
- Prepare monthly reports and presentations summarising customer satisfaction levels, key feedback insights, and improvement actions.
- Manage and evaluate the company's Mystery Shopper Programme to uphold service standards.
- Perform any other duties and responsibilities as assigned.
What does it take to be a Customer Engagement Specialist:
- Strong communication and problem-solving skills with a genuine passion for customer service.
- Ability to build positive relationships across teams and with customers.
- Organized, proactive, and attentive to detail.
- Prior experience in customer relations, service quality, or hospitality will be an advantage.
Perks you can look forward to:
- Free usage of gym facilities and fitness classes
- Incentives for beauty services and beauty care products
- Birthday vouchers
- Medical & Wellness benefits provided
- Career advancement opportunities
- Training will be provided
We offer a competitive salary and benefits package based on merit and professional advantages of a dynamic environment that supports your development and recognises your achievements.
Interested candidates are welcome to submit a detailed resume, including expected salary. For more information, please visit us at: www.amorefitness.com.
We regret that only shortlisted candidates will be notified.
