Customer Service & Administrative Specialist

Customer Service & Administrative Specialist

ZigZag is looking for a Customer Service & Administrative Specialist to join our team! Role Aim As a Customer Service & Administrative Specialist you are required to manage the daily customer service enquiries as well as administrative tasks for KX Pilates Studios (there are 5 sites to manage), where you will be expected to follow the systems, policies and procedures accurately to achieve customer satisfaction and drive sales.

Key Attributes

• Hardworking, dedicated attitude towards customer service
• Friendly, positive and approachable manner
• Self-motivated, autonomous and proactive
• Ability to quickly learn to use CRM systems as well as Microsoft Excel and Word
• Excellent organisational and administrative skills
• Vibrant, bubbly and energetic with a confident voice
• Passionate and professional

Key Responsibilities and Tasks

• Client Enquiries - Responding daily client queries
  • Responding to client phone and email enquires
  • This includes new and existing clients with all kinds of queries including
    • Information about KX Pilates
    • How to book a class
    • Can you change my current booking to another day
    • I'm going to be late for my class can I still come
    • Where is the studio located
    • I would like an extension to my package
    • etc
  • Many enquiries require adjusting client membership information on booking system Hapana
  • Provide new clients with information about KX and direct them to create online profile/purchase classes on the KX Pilates app
  • Templates and standard responses will be provided for assistance
• Client Retention – Contacting existing clients to drive re-engagement
  • Download report from Hapana and PowerBI systems to organise and sort client data to contact the relevant clients that have dropped off and send them SMS reminders to come back to studio
  • Contact clients after their introductory package has completed to ensure high conversion rate to other packages
  • Contact clients after
• Client Reporting
  • Identify weekly client milestones and send messages to engage clients
• Manage client Feedback and Disputes
  • Manage feedback and disputes where they arise, presenting this information to the Management team where it cannot be resolved by specialist
• Contact clients as per management instructions
  • Manage client membership packages in Hapana System as per management instructions
• Additional Responsibilities
  • Ad hoc Requests from management
  • Basic scheduling and emails on behalf of management