Concierge Customer Service Specialist
Through Fluidform we just don’t change bodies; we transform lives.
About Fluidform
This is a unique opportunity to join the team of Fluidform by Kirsten King, a global leader in personal movement. With an impressive portfolio of premium movement services and products, the company stands at the forefront of the industry.
Joining Fluidform means taking a crucial role in leading a dynamic team for one of the world’s most celebrated movement instructors, located in the fastest growing region for this exercise genre. With a teaching experience spanning over 20 years and a decade of successful studio operations, the Fluidform method stands validated and endorsed by celebrities, elite athletes, in-studio clients, and thousands of online members globally for its unique and proven approach to movement.
Your Role
The Concierge Customer Service Specialist, is responsible for making delightful first impressions on our customers, being the face of Fluidform across our Studio customer service, Fluidform At Home customer enquiries & Instructor Training platforms.
The primary responsibility of the role is to provide exceptional boutique concierge customer service to our Studios during operating hours and respond to our global members queries regarding their Fluidform At Home or Instructor Training platforms. You will also be responsible for developing strong relationships with internal stakeholders to ensure we are delighting our customers every single day!
This role is based in Sydney in our Surry Hills office and will report into the Fluidform General Manager. The role can be full time based (Monday – Friday) or part-time based (20 hours) based on qualified candidate availability.
Job Description
Studio Concierge Service:
- Premium, timely and accurate telephone or digital customer service support for our Studios across memberships/packages, class timetables, booking, billing enquiries during studio operating hours
- Book client initial consultations for the studios
- Support studios with active lead engagement and follow through as requested by studio teams
- Support with Studio reporting and timetable management
- Competitor studio pricing reviews quarterly
Digital Platform Customer Service:
- Manage the Fluidform At Home & Instructor Digital Platforms Customer Service platform (leveraging our Front customer service)
- Execute and ensure a same day response time with the inbox cleared of all active enquiries
- Follow templated emails to ensure consistency in messaging and process for both internal and external parties
- Provide clear, detailed, and knowledgeable responses to customers to minimise the back and forth on email, for efficiency and building brand trust
- Comply with all business process and procedures including record keeping and digital file management processes
- Dispatching Orders: orders generated, picked, packed and ready for daily collection (Monday –Friday)
- Additional shipping and courier services to be booked and managed as required
- Stock / Inventory Management: manage appropriate dispatch stock levels for packing orders the following day, including collection of stock from storage facility. Manage stock levels in storage facility through conducting regular stocktake
- Manage supplies levels of stationary, labels, packaging, printer toner
- Maintain a neat, tidy, and well organised dispatch area
Qualifications
- Possess minimum 3 years’ experience in Customer Service or Sales Admin
- Be computer literate with knowledge of Google Workspaces or Microsoft Office 365
- Be organised with attention to detail and a keen ability to multi-task
- Have experience managing Inbound and/or Outbound customers
- Be comfortable to work in a committed team office environment
- Demonstrated experience in a high touch customer service facing environment.
- Exceptional communication and customer service skills
- Demonstrated ability to juggle multiple tasks and meet strict deadlines.
Additional Information
What’s in store for you at Fluidform?
- Elevate your customer service journey
- Work with a Passionate and Diverse Team
- Join a Successful Founder Owned Company
- A dynamic and innovative work environment.
- Opportunities for professional growth and development.
- The chance to make a significant impact in transforming lives all across Australia and the world (Fluidform At Home App is used in over 185 countries already).
We support our people in a variety of ways, but a few of the benefits that that out people rave about include:
- Discounted access to our Pilates studios
- Free membership for Fluidform At Home
- A vibrant, relaxed, yet professional culture
- Wellness initiatives with our internal programs and those of our partners
For expressions of interest please apply by addressing the criteria and providing your C.V.
