We are looking for a proactive and customer-focused Member Retention Specialist to ensure high billing success, strong member engagement, and overall service excellence. This role is responsible for driving retention targets, managing defaulter collections, and delivering an outstanding member experience throughout their membership journey.
Key Responsibilities
Achieve 85% Successful Billing, 90% Defaulter 1 Collections, 100% NMM Target, and maintain <3% attrition.
Perform Defaulter Calls/WhatsApp/Email follow-ups by the 3rd and 9th of every month.
Conduct Active Member Service Calls and NJM Service Calls at 14 days and 30 days for new join members.
Ensure NJM membership forms are accurate and compliant with company policies.
Meet the Medallia OSAT Member Satisfaction Target through excellent service and problem resolution.
Follow proper cancellation, freezing, and save procedures, ensuring correct documentation.
Achieve 100% NJM successfully billed, including resolving Ezpay or FOP issues and collecting payments at the counter when required.
Update and maintain accurate Form of Payment (FOP) details for all debtors.
Ensure 80% of existing members and 100% of new members download and use the AF App.
Maintain 100% accuracy of new member profiles, documents, contact details, photos, and trainer assignments in the membership system
Candidate Requirements
1-2 years in sales or customer service.
Experience in fitness or BPO industry with be an added advantage.
Knowledge in Microsoft Word and Excel.
Excellent written and verbal communication skills.
Salary Range: RM2000 - RM2300
ABLE TO START IMMEDIATELY
Inspire Brands Asia is a consortium of Anytime Fitness Asia’s top submaster franchisees, lead investor Exacta Capital Partners, and co-investor Aura Group. It was formed to acquire the Master Franchisee license to the nine countries and territories of Anytime Fitness in Asia, as well as to roll up their respective gym management businesses. The group also holds the rights to introduce the up-and-coming global HIIT sensation SUMHIIT Fitness into Southeast Asia.
Our mission is to enable everyone to benefit from fitness, wellness, and health by inspiring:
People to lead more active lives;
Fitness professionals to have fulfilling careers;
Entrepreneurs to achieve their business goals;
Investors to have a meaningful and diversified portfolio.
