Sr Customer Service and E-Communication Coordinator
Fitness First MENA - Leisure Unlimited LLC
Total years of experience :13 years, 9 Months
Prepare and broadcast Marketing Bulk Emails and TEXTs campaigns
Coordinate with Sales Department regarding monthly sales and renewal promos and prepare database
through MS Excel
Liaising with Customer service team and with all the branches for any ongoing update related to services
and facilities and pass on to the members via emails and texts
Attend all the bulk emails and texts requests from various departments and assist them in preparing the
database and the contents
Updating members via emails and texts for any newly launched products, promotions and offers
Answering Social Media inquiries and direct them to the relevant departments
Handling online inquiries and complaints through company website and provide appropriate solution
Answering inbound calls from members and non-members through hotline and assist them for
any inquiries or complaints
Generate weekly and monthly reports and also liaise with relevant service provider for the Emails and
Texts.
Perform any other ad hoc duties as required
Reporting directly to the National Sales and Retention Manager - Fitness First MENA
Calling all existing members with membership expiry date within next three months’ time
Building a rapport with members and discuss their renewal options with benefits
Setting up members’ appointments with Club Manager to discuss his renewal options in detail
Outbound calls to all existing members for latest renewal promotions and offers
Assisting members with general inquiries, complaints and payments by escalating them to the concern
department
Generating daily, weekly and monthly renewal reports with outcome and performance review using MS
Excel
Training and Coaching newly joined Renewal Consultants
Conducting weekly team meetings and presentations
Regularly hitting 100% of the budget every month and achieving desire KPIs as per the business
requirements.
Familiar and dealing with all the members from GCC Countries such as UAE, KSA, Jordan, Qatar, Bahrain and
Kuwait
Performing other ad hoc duties as per requirement
Ensure that all incoming calls are answered as per the standard call center techniques
Answering general inquiries related to membership, clubs, facilities and services
Handling complaints or concerns from members/non members and assist them with appropriate solution
and if required escalate to the concerned management or department
Complete the outbound survey calls within the acceptable time frame
Payment collection from defaulter members (Manual Key In)
Filter all incoming emails (from both Members and Non-Members) and direct it to the corresponding
recipient / Department.
Comply on Company’s Policies & Procedures such as work schedules, implementation of assigned call scripts
etc.
Perform other ad hoc duties as required
Handle Cancellation Request phone calls in the required average time-frame
Communicate with the Customer Care Manager in club if members required services to be provided by club
staff.
Assist in responding to email customer service enquiries sent to the Customer Service Team as required.
Analyse daily individual KPIs includes number of saves over requests, number of pending requests and
phone handle times.
Identify opportunities to improve retention of members via phone answer all member cancellation phone
calls, and action their request either by saving or confirming their cancellation request at point of first
contact
Use suitable saves tools retain existing members and improve save percentage
Make changes to member details/account using the Fitness First member database.
Handle all other general inquiries such as update address, contact details, payment details etc.
Receive Arrears payment with Credit Card and generate invoices if required
Process Refund with appropriate supportive documents
Assist Team Leader to coach, train, mentor and provide feedback to develop skills of new Member Support
& Retention Specialists
Generating daily call traffic reports
Perform other ad-hoc admin duties as required
Provide support to the sales team, ensuring all sales and service objectives were met
Build a rapport with customer and find out their basic needs
Provide the correct suggestions to choose the best suitable product according to their requirement
CLOSE the sale for minimum 5 times
Achieve KPIs in timely manner to hit monthly targets
Finance and credit check of customers with supportive documents
Responsible for satisfactory customer service, duties included to follow up, to answer customer queries, to
solve problem and to provide detailed information of the new products.
Assist to develop new techniques and procedures which enhanced overall sales performances.
Assist to train and coach of new team members
Perform market research surveys on customer needs and requirements.
Prepare weekly sales reports for the sales team and sales management.
Generate repeat business through successful client follow-up.
Follow Occupation Health and Safety procedures
General House-keeping duties
• Diploma in Business Administration, ACVS Institute, Sydney 2009
• Bachelor of Science, Gujarat University, Ahmedabad, India 2005