Member Relations Executive /Nhân Viên Chăm Sóc Hội Viên - Giải Quyết Khiếu Nại

70% Complaint Resolution
Investigate, analyze and process all members’ complex requests identified from Customer Service Request (CSR) in a professional and effective manner.
Act as a subject matter expert and assist Club Managers in resolving member requests, or consult them on actual situations at the clubs.
Ensure members receive accurate, consistent and timely responses for both requests and feedback via email or by forms; and maintain good Relationship with members to improve customer service standards.
Consult with Assistant Member Relationship Manager to determine the best solution for complex requests.
20% Member Retention
Build Relationship with members via social networks or direct approach and become a trusted advisor for any concerns or requests.
Follow up with the MS team to make sure all members’ feedbacks are addressed and responded to.
Ensure that all MSMs make follow-up calls to members who raised requests in CSRs earlier.

10% Tracking and Reporting
Follow up with the MS team for fully understanding and checking the accuracy of reports as requested by the Assistant Member Relationship Manager
Supervise the input and handle CSR data for reports of clubs you are in charge of
Respond to questions/feedbacks from related Departments regarding report results

Career development
Full social insurance contributed after two-month probation
Free membership at California Fitness & Yoga
Join soft skill training courses organized by the company

Bachelor degree
Excellent communication and people skills, both verbally and in writing
At least 1 year experience in Service Industry
A good understanding of the needs of customers
Advanced skills in English
Work with patience and courtesy in customer Relationship