Why do we have this role…
- To provide exceptional customer service to all our visitors and guests, including our signature customer experience to each and every person.
- Provide customers with a high level of satisfaction with prompt, accurate, and helpful information.
What key responsibilities does this role have?
- Welcome (meet, greet) and farewell to our members and guests, focusing on creating memorable, signature experiences for every person, every time.
- Completing tasks such as memberships, diverting phone calls ensuring payments are processed accurately and in line with our compliance processes.
- Proactively approaching members and guests to ensure they meet club and licensing requirements, refusal of entry in line with compliance requirements, and documenting refusals. Escalating refusals to CSM as required.
- Promptly answering phone calls and providing Club information and services.
- Providing information and up-selling of facilities, products and membership to new and existing members.
- Processing take-away alcohol purchases.
- Report any issues that arise to the CSM.
- Reading and responding to emails in a professional and polite manner. Escalating feedback to the CSM.
- Modelling the SESG culture and values.
- Handing over information and responsibilities to the next shift.
- Assisting with all enquiries from patrons, members, guests and SESG team members and solving any problems over the phone and in person.
- Assist in maintaining a safe atmosphere by assessing visitors upon entry of the Club(s)
- Keep all areas of Reception neat and tidy.
- undertake any additional projects or duties as assigned by management.
Ideal background…
- You’ll thrive in a customer facing environment and consistently pursue the very best feedback.
- Effectively communicating a connection with all demographics and personalities, portraying a strong passion for our club and living the Values of Respect, Openness, Empowerment and Collaboration is a must.
- Experience answering & redirecting incoming calls in a professional and courteous manner.
- Professional ‘can do’ approach to Customer service displayed with all customers. including from diverse backgrounds.
- 3+ years’ experience working in a fast-paced customer service environment.
- Demonstrated experience where you’ve used a professional ‘can do’ approach to customer service.
- Strong computer skills, ideally with memberships, payments and booking platforms.
- Ability to work on a 7 day roster.
- Effective communication skills and a team player with the mindset of ‘what I promise, I deliver on.’
Benefits…
- Working for one of the largest and most respected employers in the Shoalhaven
- Above Award rates + benefits!
- A supportive and people-first workplace
- Rewards & recognition program
- Growth & Development opportunities
- Uniforms provided
- Silver golf membership
- 50% discount on meals during shifts
