70% Complaint Resolution
- Investigate, analyze and process all members’ complex requests identified from Customer Service Request (CSR) in a professional and effective manner.
- 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.
- Act as a subject matter expert and assist Club Managers in resolving member requests, or consult them on actual situations at the clubs.
- 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.
- Ensure that all MSMs make follow-up calls to members who raised requests in CSRs earlier.
- Follow up with the MS team to make sure all members’ feedbacks are addressed and responded to.
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
