Job Summary
We are looking for a proactive and customer-focused
Member Retention Specialist to ensure high billing success, strong member engagement, and overall service excellence. This role is responsible for driving retention targets, managing defaulter collections, and delivering an outstanding member experience throughout their membership journey.
Key Responsibilities
Achieve
85% Successful Billing,
90% Defaulter 1 Collections,
100% NMM Target, and maintain <3% attrition.
Perform Defaulter Calls/WhatsApp/Email follow-ups by the
3rd and 9th of every month.
Conduct
Active Member Service Calls and
NJM Service Calls at
14 days and
30 days for new join members.
Ensure NJM membership forms are accurate and compliant with company policies.
Meet the
Medallia OSAT Member Satisfaction Target through excellent service and problem resolution.
Follow proper
cancellation, freezing, and save procedures, ensuring correct documentation.
Achieve
100% NJM successfully billed, including resolving Ezpay or FOP issues and collecting payments at the counter when required.
Update and maintain accurate
Form of Payment (FOP) details for all debtors.
Ensure
80% of existing members and
100% of new members download and use the
AF App.
Maintain
100% accuracy of new member profiles, documents, contact details, photos, and trainer assignments in the membership system.
Candidate Requirements
- 1-2 years in sales or customer service.
- Experience in fitness or BPO industry with be an added advantage.
- Knowledge in Microsoft Word and Excel.
- Excellent written and verbal communication skills.
- Salary Range: RM2000 - RM2300
- ABLE TO START IMMEDIATELY
- Based in Plaza Shah Alam
