Customer Service Advisor

Customer Service Advisor — World Gym - Canning Vale /South Perth

The Customer Service Advisor is the friendly first point of contact for World Gym members across all Perth clubs, working from a single central office as part of a new support team. The role is about helping members get the most from their membership, answering questions, resolving issues quickly, and clearing the admin and billing hurdles that can derail someone's health and fitness goals. Through warm, consistent and professional support, you'll help members feel valued throughout their journey with World Gym, while driving retention through positive enquiry handling, with a particular focus on cancellations, overdue accounts and suspensions.

Key Responsibilities

Member Relations and Support

• Be the welcoming first point of contact for member enquiries, concerns and feedback by phone, email and other channels.

• Answer questions about clubs, memberships and accounts clearly and helpfully, making every interaction a positive one.

• Resolve issues quickly to keep members engaged, motivated and feeling valued.

• Respond promptly, professionally and with empathy.

Cancellations

• Handle cancellation requests in line with World Gym's processes, understanding the member's reasons and offering suitable retention options where appropriate.

• Accurately record cancellation outcomes and reasons.

Overdue Members

• Contact members about overdue accounts and work with the billing team to resolve payment issues.

• Follow set procedures to support payment compliance and reduce overdue accounts.

Suspensions

• Process suspension requests and clearly communicate the terms and conditions.

• Respond to suspension enquiries accurately and in line with policy.

Records and Reporting

• Maintain accurate member records and notes for every interaction.

• Capture data on cancellations, overdue accounts and suspensions to support team reporting.

Process and Collaboration

• Follow established customer service processes and share ideas for improvement with the team.

• Liaise with club teams, billing, sales and other departments to ensure a smooth, consistent member experience.

Key Areas of Focus (KPIs)

• Reduce cancellations through professional, member-focused enquiry handling and retention conversations.

• Reduce overdue accounts through timely follow-up and accurate processing.

• Process suspensions accurately and in line with policy.

What You'll Bring

• Experience in customer service, contact centre, or membership (fitness industry experience a plus).

• Strong communication skills, confident, clear and professional on the phone and in writing.

• A genuine, member-first approach, able to handle sensitive conversations like cancellations calmly and positively.

• A real interest in health and fitness, and a passion for helping people reach their goals.

• Good problem-solving skills and attention to detail.

• Confidence with membership management systems, billing software and standard office tools, with accurate data entry.

• Strong organisation, able to manage a high volume of enquiries across multiple clubs.