*Please read the full job description before applying* Customer Service Representative Core accountabilities

• Welcoming and assisting students, parents and visitors at reception
• Responding to customer enquiries and requests
• Addressing customer feedback and resolving issues and complaints
• Maintaining accurate communication and customer records

Welcoming and assisting students, parents and visitors at reception

• Welcome and greet students, parents and visitors in a friendly and professional manner
• Support coaches to oversee student attendance and other class-related admin
• Assist existing members with their questions and requests
• Welcome new students and parents to free trial classes
• Share clear and accurate information on our services to new customers
• Guide customers through the trial and enrolment process, including processing payments

Responding to customer enquiries and requests efficiently

• Receive and respond to customer questions in a variety of formats, including in person, on the phone and via email and WhatsApp
• Respond to all customer interactions in a friendly, prompt, and efficient manner
• Provide clear and accurate information about our services and policies as appropriate
• Go above-and-beyond to address and resolve customer requests

Addressing customer feedback and resolving issues and complaints

• Respond to and address customer feedback
• Listen to and acknowledge customer concerns and issues
• Resolve customer complaints to the best of your ability in a calm and professional manner
• Communicate and enforce company policies with confidence
• Escalate customer feedback or concerns to a supervisor as appropriate

Maintaining accurate communication and customer records

• Keep customer records accurate and up-to-date using our CRM and booking software
• Maintain regular communication with staff across branches, teams and departments
• Refer issues and questions to supervisors and management as required

Job description Overview Our Customer Service Representatives are influential in working towards our company mission: to improve lives, one jump at a time. We\xe2\x80\x99ve seen the incredible benefits parkour can have and we want to offer it to as many people as possible. As the first point of contact for our customers, you will be the \xe2\x80\x98face\xe2\x80\x99 of Parkour DXB and responsible for providing all of our customers with a warm, positive and professional welcome and ongoing service. You will support the classes, events and other coaching services we offer by responding to the needs and questions of the parents, kids and other people who visit us. Who you are We are looking for someone who shares our values of health, growth, intention and keeping it fun, and will embody these values in their work. You will share our passion for nurturing the Parkour DXB community by providing the best possible experience for all of our customers. You should have a friendly and upbeat attitude and feel energised by interacting with people, from students and their parents to new customers and your colleagues. We are looking for someone who expects the best from themselves and others: conscientious by nature, and motivated to strive for high standards and quality in their work, with excellent attention to detail and organisational skills. You will need to be a confident and clear communicator with high empathy and emotional intelligence, as well as excellent listening and problem-solving skills, in order to respond and resolve customer questions and concerns. We will expect you to take initiative and be decisive where necessary, proactively assisting all customers in a helpful and attentive manner. We will also expect you to be accountable for your tasks and responsibilities, with the humility to take ownership for your mistakes and to ask for help when you need it. As a small but fast-growing company, we need someone who can adapt to the dynamic nature of the work and their role, with a flexible and \xe2\x80\x98can-do\xe2\x80\x99 attitude in the face of challenges. You will need to be both confident in working independently and happy to work collaboratively. What you will do A large part of your role will be spent at reception, welcoming and greeting customers including students arriving for their classes and their parents who may have questions or concerns. Your role will involve assisting new customers at any stage of their journey: providing information for an initial walk-in enquiry; overseeing the customer service experience of a free trial class; processing payments and enrolments; and providing ongoing support for regular members. A key factor in building and nurturing the Parkour DXB community is offering personalised service to everyone who visits us. Attention to detail and a desire to go above-and-beyond are vital: learning the names of our students and their parents, taking the time to listen and treating each customer as an individual will go a long way in helping you to build rapport. The primary focus of your role is to provide ongoing customer service to existing members throughout their experience with us. As the first point of contact at reception, however, you will also support the Sales Team by managing initial enquiries from new customers who visit our branches in person. All parts of your role will require extensive knowledge of our company, the services we provide, and our customer service policies and procedures. You will be responsible for sharing clear and accurate information in every customer interaction, whether in promoting our services to new customers, or supporting existing members with a customer service issue. You will be expected to keep customer records up to date using our CRM system, booking software, and other tools such as Google Sheets. You will need to be aware of and comply with company policies on health and safety, safeguarding and data protection. You will need to maintain clear, effective and ongoing communication with all staff: your colleagues in other branches; other teams and departments such as Sales and Coaching; and your Branch Supervisor, the Customer Service Manager, and other members of management. You may be assigned other administrative tasks or projects within the scope of the Customer Service, Sales and Marketing Department according to your skills, interests and the needs of the company. You will be expected to represent Parkour DXB positively, keeping a clean and tidy working environment, behaving at all times in a professional manner and embodying the company\xe2\x80\x99s values and culture to your colleagues and all customers you interact with. Job Type: Full-time Salary: AED4,000.00 per month Application Question(s):

• What do you like about Parkour DXB that makes you want to work with us, and why?

Experience:

• customer service: 1 year (Required)

Application Deadline: 10/04/2023
Expected Start Date: 17/04/2023