The Customer Service (CS) Associate is responsible for ensuring Jab Gym excels on a daily basis by keeping the operations running smoothly and creating a community of like-minded fitness enthusiasts. At Jab Gym, we believe we are at the intersection of Fitness, Lifestyle and Culture. Comfort and luxury are paramount and these standards are reflected in the customer service to our community. The CS Associate views customers as an extension of their community and embraces their daily interactions with them as they seek to inspire and share their passion with their clients..

The CS Associate will balance between managing sales, the juice bar, developing and managing relationships for both old and new customers to ensure there is a continuous engagement of their hearts and minds. The CS Associate will become a master storyteller who is adept at hosting, and tell compelling stories about Jab Gym’s fitness lifestyle, products and offerings.

Self-Leadership

• Weekly – 44 Hours
• Roster Allocation – Rotational, for each shift

Administration & Concierge Services
The CS Associate acts as the first point of contact by the Jab Gym Customers, Vendors and Corporate Partners. This includes the following:

• Front Desk Concierge: Working alongside the CS Team Leader, provides customer service and engagement to current and prospective clients to the highest standard. This includes greeting and scanning members upon entries.
• Inquiries & Problem Solving: Respond to any queries in person and on the phone politely and precisely. Able to troubleshoot any concerns and escalate as necessary.
• Payment Handling: Ensure all sales transactions are entered correctly and accurately.
• Till Reconciliation: Ensure Takings are reconciled in accordance with Finance guidelines. All shortfall must be noted and reviewed systematically with process improvement in place.
• Inventory Management: Working alongside Operations, performs periodic stocktake to ensure sufficient merchandise and stock are in place for daily operations. Ensure that all stock is accounted for in the system.
• Cleaning: Maintain clean and tidy front desk area. Provision of supervision of cleaners to ensure periodic and consistent sanitization of equipment and all gym areas.
• Juice Bar: Assist in the prepping and production of our daily press juices and shakes.

Customer Experience
The CS Associate embodies exceptional customer service and continuously raise the service bar by providing a consistent approach of courtesy, cordiality and intellectual energy in:

• Performance Review: Participates in frequent feedback both formal and informal for continuous improvement.
• Floor Hosting: Proactively be on the floor to engage and sell to customers .
• Customer Engagement: Actively seek out to maintain and engage customers to prevent drop off and customer attrition.

Sales & Performance
The CS Associate is part of the sales team that is responsible for delivering the financial performance in the following areas:

• Financial Targets: Aim to achieve daily and monthly sales targets by participating in CS Team Leader Sales Strategy.
• KPIs & Productivity: Maximize financial potential by achieving sales KPIs.

Technical Skills

• Competent in Microsoft Suite, including Microsoft Word and Excel.
• Strong communication skills both verbal and written.
• Previous retail, hospitality experiences are desirable.
• Comfortable with operating systems and demonstrated ability to troubleshoot issues independently.

Interpersonal Skills

• Proven self-leadership level capabilities by demonstrating ability to work effectively and independently with minimal guidance.
• Comfortable with conflict resolution and ability to handle feedback.
• Willingness to learn, adapt and improve in a fast pace environment.
• Collaborative mindset and willingness to work with team members.
• Strong problem-solving skills and ability to proactively seek to improve business.

The Fitness Instructor is a role ideal for anybody with a passion for ‘Making an Impact’. The Fitness Instructor is influential in enabling Jab Gym’s ‘Making an Impact’ statement by delivering and conducting engaging classes designed to improve clients’ mental and physical well-being, muscle tone and strength and, in some cases, promote weight loss.

The Fitness Instructor role offers the chance to lead, instruct and motivate clients in taking up an active and healthy lifestyle and achieving their full potential, in line with Jab Gym’s culture and values. As a trainer, the Fitness Instructor’s role provides highly performing individuals with the opportunity to not only grow professionally but also cultivate long-lasting client relationships.

• Weekly – 40 Hours
• Weekly Roster Allocation

1. Fitness Instructor (Classes) + PT Classes – 25 Hours
2. Floor Host – 9 Hours
3. Attending Masterclass – 1 Hour
4. Self-Training – 5 Hours

Customer Experience
The Fitness Instructor acts as the face of Jab Gym in delivering exceptional customer service as their duty is to continuously raise the service bar by providing a consistent approach of courtesy, cordiality and intellectual energy in:

• Class Preparations: Practicing moves and combinations developed by Head Coaches in order to create an effective fitness experience for clients
• Deliverance of Classes: Conducting and delivering classes to clients programmed by Head Coaches to ensure consistency and development. Part of this process includes working alongside Head Coaches in their Masterclass
• Equipment Maintenance and Environment: Regularly carry out checks and maintenance of flooring, fixtures, equipment and machinery as well as gym layout to ensure clients have enough room to exercise safely
• Cleaning: Provision of supervision of cleaners to ensure periodic and consistent sanitization of equipment and all gym areas
• Customer Engagement: Establishing a foundation of understanding and meaningful interaction with clients by not only ensuring clients’ needs are met, but that their sessions at Jab Gym represent an enjoyable experience

Fitness Leadership

• Floor Hosting: Participate in clients and community outreach initiatives with the key focus of educating clients and generating lead sales
• Fitness Instructor: Conduct group fitness classes to gain firsthand feedback from customers on programming and refining classes as necessary
• Values & Culture: Representing Jab Gym by acting as the role model in embodying Jab Gym values and inspiring a culture of openness, community and learning within the Fitness Team
• Ad-hoc: Contribute to the overall success of the Jab Gym’s Fitness Program by performing all other duties and responsibilities as assigned

Technical Skills

• Relevant Fitness Accreditation, preferably in sports or health sciences discipline, e.g. Kinesiology, Exercise Science, Movement Science or other related field
• Strong communication skills both verbal and written (Malay/Mandarin is an added bonus)
• Strong coaching skills

Interpersonal Skills

• Proven self-leadership level capabilities by demonstrating ability to work effectively and independently with minimal guidance
• Comfortable with conflict resolution and ability to handle feedback
• Willingness to learn, adapt and improve in a fast-paced environment
• Collaborative mindset and willingness to learn new skills and work with team members
• Strong problem-solving skills and ability to proactively seek to improve business

The Gym Operations Manager: Fitness and Customer Service is responsible for the day-to-day operational excellence of the gym, with a strong focus on delivering high-quality fitness services and an exceptional member experience.

This role ensures smooth facility operations, effective fitness team management, and consistent service standards, while working closely with the Operations: Customer Service Assistant Manager who supports front-of-house and member engagement activities.

The Operations Manager is also the integral management stakeholder in the ownership of managing the Fitness team on a day-to-day operational basis.

The successful applicant for this role is expected to represent Jab Gym by acting as the role model in embodying Jab Gym values and inspiring a culture of openness, community and learning within the Fitness and Customer Service Team.

• Lead, coach, and develop the fitness team to deliver safe, effective, and engaging fitness services.
• Ensure all fitness programs, classes, and personal training services meet company standards and member expectations.
• Monitor floor presence, member engagement, and training quality to ensure a welcoming and professional fitness environment.
• Support fitness team scheduling, performance management, and ongoing development.

Customer Experience

• Champion a member-first culture, ensuring every interaction reflects the gym’s values and service standards.
• Work in partnership with the Operations: Customer Service Assistant Manager to maintain high standards of member service across all touchpoints.
• Address member feedback, concerns, and escalations in a timely and professional manner.
• Use member feedback and performance data to continuously improve the gym experience.

Operations & Facility Management

• Oversee daily gym operations, including opening/closing procedures, cleanliness, health & safety, and equipment standards.
• Ensure compliance with all health, safety, legal and operational policies and procedures.
• Coordinate equipment maintenance, repairs, and supplier relationships.
• Manage operational incidents and ensure prompt resolutions.

Leadership & Collaboration

• Provide clear direction and leadership to the fitness team while collaborating closely with the Operations: Customer Service Assistant Manager.
• Support cross-functional teamwork between fitness and customer service teams.
• Assist with recruitment, onboarding, and training of fitness team.
• Lead by example, always maintaining strong floor presence and professionalism.

Performance & Reporting

• Monitor key performance indicators related to fitness engagement, member satisfaction, and operational efficiency.
• Support membership retention through strong service delivery and proactive engagement.
• Provide regular operational and performance updates to management team.

Technical Skills

• Competent in Microsoft Suite, including Microsoft Word, Excel, PowerPoint
• Comfortable with ambiguity. Proven ability to independently research market trends and analyse and interpret complex data
• Strong communication skills both verbal and written
• Solid understanding of day-to-day gym floor systems and process and demonstrated business acumen
• Strong background in fitness delivery, coaching, or personal training (qualification preferred).
• Proven experience in gym or fitness operations management of at least 2 years.
• Ability to align Fitness goals with Business goals

Interpersonal Skills

• Proven potential in leadership by demonstrating ability to lead change by influencing stakeholders and rallying support
• Able to learn, adapt and improve in a fast pace environment
• Strong relationship management with the ability to collaborate with multiple stakeholders on projects and deadlines
• Proven leadership capabilities by demonstrating ability to coach, guide and instruct team and working collaboratively in a team setting
• Strong problem-solving skills and ability to proactively seek to improve business
• Ability to balance between goal orientation and people orientation to ensure goals are delivered with strong stakeholders’ engagement
• Highly organized and ability to delegate and prioritise business deliverables.