Account Manager Wfo - Angeles

Job Description

Purpose of the position

The purpose of this position is to ensure that Fitness Passport members and non-members receive accurate responses to their enquiries in a timely manner.

Other times, they may be required to retain members.

For the most part, this is done reactively and requires agents to assist and incentivise members to continue their membership when they contact Fitness Passport to cancel.

• Other areas of focus for this role are
• Identifying trends in member behaviour to help customise and review retention offers as needed, answer general enquires relating to the member's membership as needed
• Carrying out proactive communications as this process develops.
• Reporting for resourcing and trend analysis purposes

The Account Manager should always be friendly and assist members while ensuring the contractual requirements of a FP membership are fulfilled.

The secondary function for this role is to assist the Team Leader with continual improvement in the AM function.

If you see improvements that could be made, you should identify them and raise them with your Team Leader.

You will also be required to assist in projects as required.

Responsibilities & duties

If required for retention placing

offers and retain them as an FP member

can be catered to individual member needs

training

Qualifications And Requirements

Work experience & skills

Essential

Strong written and oral English language skills

Experienced working to KPIs and targets

Prior experience in Customer Account Management role

Strong computer literacy with exposure to customer service CRMs and intermediate level excel skills

Outbound call experience

Australian Market knowledge & Experience

Desirable

Experience in a membership-based business is highly regarded

Understanding of Australian vernacular and culture

Personal qualities & behavioural traits

Essential

Proven ability to work independently and

meet deadlines

Warm and calm persona

Excellent interpersonal and rapport building skills

Ability to develop good working relationship with geographically dispersed teams

Resilience and ability to have firm conversations that create a win / win for members and FP alike

Attention to detail

Confidentiality

Desirable

Ability to recognise when to escalate a problem

Purpose of the position

The purpose of this position is to ensure that Fitness Passport members and non-members receive accurate responses to their enquiries in a timely manner.

Other times, they may be required to retain members.