Customer Service Manager
Ufc Gym Pakistan
Lahore, Punjab, Pakistan
Set performance goals and expectations for team members, conduct regular evaluations, and provide feedback. Facilitated daily team meetings to promote alignment, address challenges, and proactively resolve issues encountered by the team. Developed and managed weekly rosters and shift rotations for the reception team members, ensuring optimal coverage and efficient utilization of resources. Managed a diverse team of six individuals, including one Cuban, two Filipinos, one Emirati, and two Pakistanis, leveraging their unique backgrounds and skills to foster a collaborative and inclusive work environment. Foster a customer-centric culture within the team, promoting a welcoming and supportive environment. Ensure that members and guests receive exceptional service throughout their entire gym experience. Monitor customer feedback and implement improvement initiatives to meet and exceed customer expectations. Serve as the main point of contact for member inquiries, concerns, and escalations. Address and resolve member issues promptly and effectively, ensuring high levels of member satisfaction. Build and maintain strong relationships with members, cultivating loyalty and retention. Proactively communicate with members to inform them about new services, promotions, and upcoming events. Collaborate with other departments, such as sales, fitness, and operations, to ensure a seamless member experience. Liaise with the sales team to address member inquiries related to membership, pricing, and services. Work closely with the fitness team to understand and support members fitness goals and challenges. Coordinate with the operations team to ensure the smooth operation of all customer service-related processes. Conduct regular inspections of the entire gym to ensure the integrity of furniture, equipment, and facilities, and provide immediate supervision or attention to any areas requiring assistance.