Customer Success Associate

About the role

We are looking for a Customer Success Associate (CSA) who will be responsible for delivering an excellent member experience, providing customer support, managing member concerns, and driving member retention and engagement across two Anytime Fitness clubs.

Key responsibilities

• Provide professional and responsive customer service through phone, email, chat, and in-person interactions.
• Assist members with membership inquiries, billing, freezing, cancellations, and account concerns.
• Handle customer complaints, resolve issues, and de-escalate concerns professionally.
• Support member onboarding, engagement, retention, and re-engagement.
• Identify at-risk or inactive members and conduct appropriate follow-ups.
• Apply the Cancel-Save Protocol to address cancellation requests and improve member retention.
• Maintain accurate records, trackers, tickets, and member interaction documentation.
• Ensure timely resolution and escalation of urgent member concerns.
• Promote membership services, personal training, events, and club programs.
• Assist with promotions, customer engagement activities, and daily club operations.

About you

• Experience in Customer Service, Customer Success, Sales, Hospitality, Fitness, or related fields is preferred.
• Strong communication and interpersonal skills.
• Excellent problem-solving and conflict-resolution skills.
• Customer-focused, proactive, organized, and detail-oriented.
• Able to handle multiple priorities with minimal supervision.
• Comfortable handling customer concerns and difficult conversations.
• Willing to work onsite and travel between AF JY Square Mall and AF Cebu IT Park as needed.
• Willing to work on shifting schedules, weekends, and holidays.

Benefits

• Competitive salary package
• Commission and incentives
• Free Anytime Fitness membership
• Training and career development opportunities
• Career growth opportunities