Community Care Leader

Job description


We are looking for caring people at heart  (plus, fitness freaks !) to join our family . The Wanderclass Community Care Leader(s) are exceptionally excited to help people to be fit. 


If you are a “party-starter“ & problem-solving comes naturally to you, you might be the one we are looking for.  Are you confident at troubleshooting and finds pleasure in investigating to resolve customer complaints ? Have you been working in the fitness industry for more than 2 years, and looking for your next big career move that can challenge you and utilize all the skills you’ve learned ? If yes, we would like to encourage you to apply for our Community Care Leader with Wanderclass, a Fit-tech startup in KL.


Ultimately, the goal for Community Care Leader is to ensure excellent service standards, respond efficiently to customer inquiries and do miracles when necessary ! 


Key Accountabilities 

  1. The master of communicator : Liaise closely with students, fitness instructors and venues using ZenDesk, and other communication channels: phone, email, WhatsApp, Instagram, Facebook, write letter etc. Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution. If you are good, our stakeholders will be very happy using our products, and sharing with their friends. 
  2. Fitness class / Series coordinator :  You’ll be in charge of the planning and coordinating the series of fitness classes in our community. If you are good, we should see improved active engagement among Wanderclass customers especially Instructors & Students through class scheduling & attendance. Instructors will get more classes happening, and more students will attend classes, and we will be living our mission of building a healthier & fitter nation. 
  3. Wanderclass app administrator : Responsible for the daily ground operation & updates on our Wanderclass Web Admin & Venue Management system (VMS), and making sure everything is up to date. If you are good, there will be no classes missed out, and all classes from our partner studios and private venues will be updated a week before the month end.  
  4. Customers happiness analyst :  Collect data about customer happiness, help analyse customer segments and behaviour, support building a tailored user experience. Keep records of customer interactions, process customer accounts and file documents. If you’re good, everyone will be singing your praises.
  5. Community event champion  : You’ll assist the event Master Organiser in our monthly Wanderclass Fitness event/workshop with the objective of creating awareness about fitness, fun and community. This involves regular meetings & communications with instructors, venue owners, and sponsors. If you’re good, everyone will be looking forward  to attend the coolest event in town.

Requirements

  • Must have "Ready to serve" mindset,  with pleasant and positive personality
  • Must have at least 2 years experience as a professional sports / fitness program/event coordinator or relevant experience working in fitness studios / gyms. 
  • Proven customer support experience or experience as a client service representative.
  • Must be curious, ambitious, and a self-starter. You’ll be given minimal direction and maximum responsibility. You’ve got to run with it.
  • Must have a committed personal practice and be a true fitness freak—if not, it just won't work.
  • *MALAYSIA/SINGAPORE RESIDENTS ONLY* . you must be able to live/work in Malaysia / Singapore. We’d love to consider non residents, but we are not legally able to hire you for now.

SKILLS

  • Fluent in English / Malay language . Fluent in Chinese is a plus. Everything else is bonus.
  • Strong phone contact handling skills and active listening. You rather pick up the phone than writing emails / texting. 
  • Computer literate (typing speed min 35wpm) 
  • Empathetic but resilient: You are 1 tough cookie, calm and deeply care about customers.
  • Adaptable to different types of customer characters & behaviours.
  • Forward thinking and action-taker : you anticipate potential problems and prevent them before they occur
  • You always start with “How can I help?” ,  like working with others and have fun at work.
  • Familiarity with Zendesk or other CRM systems is a plus. 
  • Ability to do simple info-flyer with creative visual is a plus. 
  • Ability to multi-task, prioritize, and manage time effectively.




Why join our Wander-ful family?

  • Fit at Work . Unlimited Free Fitness classes & Team Workout.  
  • Learning and Development . We believe if you are not learning, you are dying. Exposure to international personal development workshop, seminars & trainings. Expense claims on educational books
  • Team outings . From holiday parties to an unexpected MMA match outing,
    there's lots of opportunities to get to know the team from various nationalities & cultures. Ouh, we are really into team movie screening and previews !
  • Hearty kitchen and.. occasional Happy hour ! Coffee, Healthy snacks, breakfast. New team mate is a good reason to celebrate with Happy hour !
  • Growth story .  Own your story. Be part of a vision that pushes boundaries for a brighter future. Everyone in the company has a personal stake in the success and accomplishment of Wanderclass. Stay long enough to tell the story to your grandchildren.