Customer Service Executive

The Gym Group

The Gym Group is Hiring a Customer Service Executive in Nairobi

Customer Service Executive Position Overview

The Gym Group, UK’s leading budget gym chain, seeks an enthusiastic Customer Service Executive to join their Operations Team. This hybrid role offers an exciting opportunity to be part of an award-winning company culture while delivering exceptional customer service.

Position Details

  • – Work Type: Full-time, 6-month Fixed Term Contract
  • – Hours: 40 hours/week, variable between 8am-8pm (Monday-Sunday)
  • – Job ID: JR11494
  • – Application Deadline: January 31, 2025
  • – Work Model: Hybrid (currently 2 days office/3 days remote, changing to 3 days office from Easter 2025)

Key Responsibilities

The role involves:

  • – Managing member queries through multiple channels (live chat, tickets, social media)
  • – Delivering excellent customer experience aligned with operational service plans
  • – Meeting KPI targets while maintaining high-quality written communication
  • – Overseeing Quality Assurance processes
  • – Engaging with current and prospective members online
  • – Supporting team leaders with system and process improvements
  • – Handling escalations proactively
  • – Contributing to operational team support requests

Required Skills and Experience

Ideal candidates will demonstrate:

  • – Contact center experience across digital and phone channels
  • – Strong performance against KPIs
  • – Excellent written and verbal communication skills
  • – Team collaboration abilities
  • – Customer service orientation
  • – Organizational and multitasking capabilities
  • – Adaptability in fast-paced environments
  • – Proactive problem-solving approach

About The Gym Group

The Gym Group is a nationwide 24/7 fitness provider with:

  • – Over 230 locations
  • – Recognition as one of The Sunday Times Best Places to Work
  • – Gold standard Investors in People award for 6 consecutive years
  • – Silver wellbeing award
  • – Status as a disability confident and inclusive employer
  • – Strong commitment to employee development

Benefits

  • – Supportive work environment
  • – Career development opportunities
  • – Award-winning company culture
  • – Inclusive and engaging workplace
  • – Professional growth support

The Gym Group is committed to diversity and encourages applications from all qualified candidates regardless of background.

To apply for this job please visit gsmkenya.net.

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