Customer Experience and Operations Executive

Responsibilities:

• Provide high-level customer service and hospitality to clients
• Greet, assist, accommodate and attend to all guests and members with a courteous joyful nature
• Manage all incoming calls to the main corporate phone line: Take calls, maintain and distribute messages to the appropriate channels
• Respond to general company inquiries including walk-in guests
• Responsible for general administrative computer work and scheduling for studio sessions
• Maintain a positive attitude and take initiative and display problem-solving skills
• Provide support to the BEYOND Coaches to ensure a successful class check-in process
• Work as a cohesive team with all BEYOND staff members to ensure efficiency and camaraderie
• Maintain product knowledge for all studio retail operations including our Energy Bar and Merchandise
• Create daily, weekly and monthly reports on customer insights, bookings and inventory and sales (templates will be provided)
• Assist with projects for the Operations team
• Work closely with the Experience Coordinator on enhancing each member’s experience - Maintain the distinct BEYOND aesthetic, appearance, atmosphere and culture-Supervise the Cleaning Crew with studio cleaning and prepping, including cleaning of exercise equipment (bikes, weights), floors and mirrors
• Ensure the common areas are pristine including the changing rooms, front desk, locker areas, merchandise wall, and hallways.

Requirements:

• The ideal candidate should be IT savvy and comfortable using Slack, Google Sheets, Microsoft Office, and other software to generate daily reporting on inventory, sales, customer insights, studio scheduling, etc
• Good data interpretation skills
• Must be willing to initiate tasks and perform duties without direction
• Must have friendly and professional phone and email etiquette
• Must be extremely organized and have strong attention to detail
• Must have the ability to execute quickly and effectively
• A personal passion for fitness is strongly preferred
• Must have a positive, can-do and joyful attitude with the ability to prioritize and multi-task within a fast-paced environment
• Must be an excellent and articulate communicator (exceptional written and verbal communication skills)
• Adaptable and understands that no job is too big or too small
• Must be able to handle pressure with poise and confidence
• Must be able to interact well with the public, can learn quickly and be a self-starter
• Must be able to work with a wide range of personalities
• Must have outstanding customer service and problem-solving skills
• Must be able to handle difficult situations such as customer complaints.

Work Schedule:

• This is a shift-based role and you will need to be flexible with your schedule. Working hours will be based on business needs
• The two shifts are 6.00am to 2:00pm and 1:00pm to 9:00pm from Monday to Thursdays
• One shift on Fridays (6.00am to 2:00pm) and Saturdays (7:00am to 2:00pm)
• We are closed on Sundays
• Shifts will be rotated in the interest of your well-being (i.e., the team will take turns for Friday & Saturday shifts, morning and afternoon shifts, etc)
• Management will initiate a rotation schedule for peak holiday shifts, all employees are expected to be available to work when required.

Location:

• Should live around the Island axis for easy commuting. For example, Lekki - before Ajah bus stop, VI, Lagos Island, Obalende
• If based on the Mainland, ideally lives in Surulere, Gbagada or in neighbouring communities.

Remuneration: NGN 130,000 net

Benefits:

• Transport facilitated or transport allowance provided for early morning / late nights commutes for security reasons
• 14 days of holiday excluding public holidays post-probation
• Complimentary BEYOND Merchandise (T-shirt, cap, etc)
• Free Studio Classes
• End of Year Bonus - based on company performance and individual performance
• Post 3-months’ probation, opportunity for a step up in benefits depending on performance and based on KPIs set by Management