Responsibilities

• Manage and follow up with suspended members, and call to encourage them to return
• Handle membership cancellation requests
• Call to collect overdue membership fees (1–3 months), aiming to recover 80% from first-month defaulters
• Check members paying via debit card or other methods to ensure advance payments, and recommend using a credit card
• Follow up with new members to join the Health Optimization Program (HOP) and be assigned a trainer, to encourage continued engagement in the first 6 months
• Manage member transfers (in and out)
• Support onboarding of new members and help promote referral programs or other promotions

Qualifications

• At least 1 year of experience in customer service, client care, or membership management
• Excellent verbal and written communication skills
• Friendly and approachable personality with a professional approach to service
• Strong skills in handling complaints and effective negotiation
• Good time management and organizational skills
• Confident in making customer calls and capable of managing multiple members simultaneously
• Basic proficiency in Microsoft Office and CRM tools