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Customer Relationship Specialist
Company description
For our client, a rapidly growing business backed by a private investment fund, which is pursuing an ambitious expansion and consolidation strategy in the fitness industry, we are looking for a Customer Relationship Specialist.
Description
Customer Support and Member Communication
- Provide customer support via email, live chat, and social media;
- Assist members with memberships, accounts, payments, bookings, and technical inquiries;
- Resolve customer complaints and escalate complex cases while ensuring timely follow-up;
Refunds, Claims, and Billing Support
- Process refund requests, cancellations, payment corrections, and account adjustments in line with company policies;
- Review, register, and manage member claims, ensuring complete documentation;
- Collaborate with internal teams to investigate and resolve refund and claim cases;
CRM and Process Management
- Maintain accurate customer records and case documentation in the CRM system;
- Monitor recurring customer issues and contribute to process and service improvements;
- Ensure compliance with internal procedures, service standards, and customer service KPIs.
Requirements
Excellent communication, interpersonal, and customer service skills, with a professional, empathetic, and solution-oriented approach;
Strong organizational skills, attention to detail, and the ability to manage multiple priorities while maintaining a high level of customer satisfaction;
Good written communication skills;
Experience working with CRM systems or customer support platforms is an advantage;
Ability to collaborate effectively with cross-functional teams and follow established company procedures.
