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 Customer Service Team Leader (CS Team Leader) is responsible for leading Jab Gym’s customer service team by overseeing all customer service team members and is the lead business leader in the daily management of Jab Gym.

The CS Team Leader is instrumental in facilitating Jab Gym’s making an impact statement by delivering outstanding customer support and developing long term customer relationships through balancing between leading the customer service team to provide consistent service and ensuring sales targets are achieved. As a leader, the CS Team Leader is required to lead, mentor and foster a strong sense of communication and openness amongst all staff, in line with Jab Gym’s culture and values.

The CS Team Leader’s role provides high performing individuals with the opportunity for business management and leadership experiences, thus preparing these high performing individuals for other leadership positions within the business.

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

Administration & Coordination
The CS Team leader acts as the key personnel in charge of the CS Team and acts as the liaison between front line CS Staff and office team. This includes the following:

• Scheduling: Working alongside the HR coordinator and Business Performance Coordinator, create weekly rosters to reflect business requirements and ensuring staff are rostered effectively.
• Daily Tasks Planning: Ensuring sufficient staff coverage and delegation of CS team duties to ensure Jab Gym is operated with efficiency and at full productivity.
• Time Sheet Approval: Review and ensure all part-timers timesheets are reflected accurately in the rostering system.
• 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: Ensure Takings are reconciled in accordance with Finance guidelines. All shortfall must be noted and reviewed systematically with process improvement in place.
• Cleaning: Provision of supervision of cleaners to ensure periodic and consistent sanitization of equipment and all gym areas.

Customer Experience
The CS Team leader is the role model for exceptional customer service and coaches the CS team members to continuously raise the service bar by providing a consistent approach of courtesy, cordiality and intellectual energy in:

• Performance Review: Working alongside Business Performance Coordinator, provides feedback, evaluates and reviews CS Team performances periodically. Part of this process includes facilitating performance improvement plans.
• Process Improvement: Working alongside Operations Coordinator, be the key lead personnel in the rollout, implementation of new systems or enhanced internal processes. The CS team leader takes a proactive approach in process improvement by identifying opportunities through gathering quantitative data to prepare reports and business plans to improve customer experience.
• Issues Resolution: Be the first point of contact for all customer related issues and ability to troubleshoot issues first prior to escalating issues to the relevant office department if necessary.
• Customer Engagement: Working alongside Business Performance team, systematically review customers engagement and implement customers engagement strategies to ensure customers are engaged at every touchpoint and improve customers retention and decrease customers attrition.

Sales & Performance
The CS Team Leader drives the financial performance by inspiring the CS team in the following areas:

• Financial Targets: Ownership of daily motivation of the CS team in achieving targets by utilizing effective sales strategy and other creative incentives.
• KPIs & Productivity: Working alongside the Business Performance Coordinator, ensure staff are performing at maximum potential by reviewing sales KPIs and providing feedback and coaching to staff as necessary. Devise front line strategies for maximizing sales performance.

Team Wellbeing & Development
As the leader of the Customer Service Team, the CS Team leader fosters and develop the customer service team by:

• Succession Planning: Working alongside the HR Coordinator, the CS Team leader evaluates and identify high potential, and nurture these high potentials through coaching
• Training: Facilitates the training of all CS staff and ensuring consistency of all full time and part time staff and any new hires.
• Staff Advocacy: Be the first point of contact of any staff concerns and escalating concerns as relevant.
• Staff Engagement: Work alongside HR in the implementation of Staff engagement programs.

Technical Skills

• Competent in Microsoft Suite, including Microsoft Word, Excel, PowerPoint.
• Strong communication skills both verbal and written.
• Solid understanding of day-to-day gym floor systems and process and demonstrated business acumen.
• Comfortable with operating systems and demonstrated ability to troubleshoot issues independently.
• Minimum 2 years working experience, preferably within the retail, hospitality front line management sector.
• Previous management experience will be highly favourable.

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.
• Ability to balance between goal orientation and people orientation to ensure goals are delivered with strong stakeholders’ engagement.