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.