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Are you a magician when it comes to building connections with people? Is your greatest strength creating exceptional customer experiences?
About Us
At One Playground, we are committed to creating the best gyms, not the most gyms. Our mission is to defy expectations by offering award-winning designs, fostering connected communities, providing a wide range of classes, and employing exceptional individuals who are passionate about what they do.
We are proud to be consistently recognised as one of Australia's top places to work. We have received accolades such as being rated as one of the Top 50 Places to Work in Australia, winners of the 2019 & 2020 Employer of Choice Award, and being recognised as one of the Best Places to Work in 2021 by AFR, and now Boutique of the Year 2022 & 2023.
We prioritise finding, educating, and developing great humans who align with our values and mission to inspire change.
At One Playground, we value personality and cultural fit over qualifications and experience. We invest in our team’s growth and development, offering over 200 hours per year of free in-house education and access to expert industry mentors. We believe in recognising and rewarding our staff for the incredible work they do, contributing to our unique and thriving company culture.
The Role: Customer Service Specialist
As a Customer Service Specialist, you will be the "Member Experience expert" within our clubs. You will take ownership of key performance indicators while also mentoring others to ensure flawless execution of Member Experience processes across the entire club. Your primary focus will be on maintaining and elevating our brand standards in customer service through your exceptional performance. Every day, you will strive to create the ultimate member experience.
About You
You genuinely care about people
You have an insatiable desire to learn and grow
You enjoy sharing your knowledge and ideas
You are full of creativity and great ideas
You have an unwavering drive to be the best
More About You
Minimum 3 years of experience in customer-facing roles
In-depth knowledge of the gym environment
Fitness industry experience is a bonus, but not required
Demonstrated record of achievements and success in previous roles
Roles & Responsibilities
Member Experience & Retention:
Enhance customer feedback and improve retention rates each business quarter
Ensure customer service standards are met and maintained throughout the entire business
Go above and beyond to enhance the member experience
Transform customer complaints and cancellations into positive interactions
Manage debt and billing processesPlan and execute events and community engagement strategies
Business Administration:
Ensure accurate entry and reporting on client management software
Ensure adherence to club processes and procedures for the benefit of our members
Utilise and manage business processes to deliver an ideal customer experience
Collaborate with the Personal Training and Group Fitness departments to manage payments and invoices
Integration, Upselling, and Cross-Selling:
Drive the seamless integration of new members and upsell existing members to personal training and group training programs
Proactively engage and communicate with new members to enhance their experience
Enrol new members and ensure a flawless onboarding process
If you believe in your greatness as a human and team player, and are passionate about our mission, we would love to hear from you.
You can also take a tour on our website at https://oneplayground.com.au/careers/
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