Customer Support Specialist

Fitness First Connaught Palace

About the Role

The Customer Support Specialist is a full-time, on-site role based at Fitness First Connaught Palace in New Delhi. The role involves responding to member inquiries in person, by phone, and via email, resolving issues related to memberships, billing, class schedules, and facility usage. The specialist will handle check-ins, provide information about services and promotions, and ensure that member concerns are addressed promptly and professionally. Daily tasks include maintaining accurate records in club systems, coordinating with operations and training staff, and following up to ensure customer satisfaction. The role also requires monitoring member feedback, proactively identifying service improvements, and supporting a friendly, safe, and efficient club environment.

Key Responsibilities

• Respond to member inquiries in person, by phone, and via email.
• Resolve issues related to memberships, billing, class schedules, and facility usage.
• Handle check-ins.
• Provide information about services and promotions.
• Ensure member concerns are addressed promptly and professionally.
• Maintain accurate records in club systems.
• Coordinate with operations and training staff.
• Follow up to ensure customer satisfaction.
• Monitor member feedback.
• Proactively identify service improvements.
• Support a friendly, safe, and efficient club environment.

Requirements & Tech Stack

• Customer Support and Customer Satisfaction skills, with a focus on timely, courteous service.
• Excellent Interpersonal Skills to communicate clearly, build rapport, and manage member expectations.
• Ability to provide support related to membership systems, access control, and basic software (Excel) use.
• Effective verbal and written communication skills in English.
• Comfort with using computers, CRM tools, and point-of-sale or membership management systems.
• Ability to work on-site in New Delhi, including flexible shifts, weekends, and peak hours as required.
• Demonstrated reliability.

Qualifications

• Minimum high school diploma.