Duties and Responsibilities
- Adding value to the membership through referrals, connections, networking, and events
- Creating a warm and professional member experience
- Increasing customer satisfaction and retention
- Building a strong and vibrant community to encourage referrals.
- Selling, and up-selling desk space and add-on services and extra memberships.You will do this through
- Conducting the onboarding process with new members
- Communicating rules and regulations so that members are fully aware of the restrictions in the space
- Enforcing Membership policies around termination, upgrading, use of space, terms, and conditions
- Building member-member relations
- Ensure member base is well-informed on space activities, member benefits
- Promoting members to engage with community events
- Actively seek ways to improve the member experience; maintaining the space vibe
Customer service and Retention
- Member onboarding on space activities, rules and operations, and benefits
- Actively responding to survey feedback in cases of negative feedback
- Conducting quarterly check-ins – actioning feedback, knowing when to escalate issues and how to push for upgrades in packages.
- Managing any service, space and maintenance issues affecting members, seeing through to completion.
Key for this role – we’re looking for someone who is:
- Smart, analytical and can make good decisions when dealing with customer requests and complaints
- A people-person – you have to love dealing with people and have a genuine interest in helping
- Can talk to people from different backgrounds with ease – very good communication skills
- Motivated by challenges and pushes to solve problems independently.