The Back-Office role is essential in providing exceptional support to both members and leads within the wellness environment. The individual in this role will ensure smooth operations through professional communication, efficient task management, and a commitment to high standards of service. This role involves handling incoming queries, resolving complaints, and managing ticketing systems effectively, all while contributing to an outstanding customer experience that aligns with wellness and member satisfaction goals.

REQUIREMENTS

• Excellent communication skills, both verbal and written, with a focus on professionalism and empathy.
• Organisational abilities and multitasking skills, capable of handling a high volume of tasks while maintaining attention to detail.
• Proficient in ticket management systems and customer relationship management (CRM) software.
• Problem-solving ability, with a solution-oriented mindset.
• Knowledge of wellness and hospitality services is an advantage.
• Ability to maintain confidentiality and adhere to data protection policies.
• Proven experience in a customer service or back-office role, ideally within wellness, hospitality, or a related industry.
• Experience with CRM and ticket management software.
• A proactive approach to member engagement, with a strong understanding of wellness industry trends.

1. Member and Lead Support:

• Answer incoming calls, emails, and other communication from members and leads, offering tailored guidance and assistance for wellness services.
• Ensure a high level of customer satisfaction by promptly addressing queries and resolving issues.
• Provide members with clear and accurate information about services, policies, and wellness offerings.

1. Ticket Management:

• Efficiently attend to tickets related to complaints and enquiries, ensuring timely and effective resolution.
• Prioritise tickets based on urgency and severity, ensuring smooth workflow and member satisfaction.
• Assign and escalate tickets to the relevant departments for further assistance and resolution when required.

1. Membership Renewals:

• Proactively reach out to members whose memberships are approaching renewal, offering them assistance with the renewal process.
• Provide clear, detailed information about membership benefits, newly available services, and wellness programmes to encourage renewals.
• Ensure the renewal process is seamless, addressing any questions or concerns that may arise.

1. Customer Interaction and Follow-Up:

• Maintain consistent communication with members to provide updates, request feedback, and improve overall satisfaction with the services.
• Follow up on open cases or unresolved queries to ensure prompt and complete resolution.
• Monitor the progress of member requests, ensuring no cases are left unresolved and all issues are handled with diligence and care.