Job Description
Our Minimum Requirements...
Is to "change people's lives for the better through wellness";
We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
Work to resolve failed service deliveries to members via all social media platforms.
Engage in community management across all social media platforms.
Work to resolve any incoming escalated queries from UK, Exco, Contact Centre, Web, admin or CGSO.
Supports all service recovery project initiatives to ensure systemic transparency and no negative impact to business process/requirements.
Provides members with solutions and ensures completion to member expectations
Your Duties and Responsibilities...
Customer support - answering questions however they come in (phone, e-mail, Facebook and Instagram, but not limited to these) and managing any online feedback forums such as Google my Business and App store reviews in a timely manner.
Sending relevant member communication to alert members of in club actives via SMS and push notifications.
Monitor, report and track activity on all social media platforms.
Analyse data on any trends.
Utilise your best judgement in negotiating a resolution with all members in line with the company's service strategy and find best solution.
Ensure that you are always flagging regular concerns or possible risk areas with the Customer Service Manager.
Ensure accurate records are kept for each member query and resolution via various internal comms, Fresh, Itensity and Braze etc.
Able to manage time and meet all Customer service measures as well as maintain and better the company standard turnaround time for all concerns/ correspondence and follow ups.
Performs other duties as assigned as team members each specialise in a particular field and succession is vital.
Assist with crisis situations, where after hours work will occasionally be required.
Our Minimum Requirements...
We can't live without…
Matric Certificate (or equivalent NQF level 4)
2-3 experience in managing customer queries on social media platforms e.g. FB, Instagram, etc.
Previous experience working as a community manager Must be friendly and polite with a professional work ethic
Time Management- Ability to prioritize time
Attention to detail and the ability to multitask
Proficient in Problem solving
Able to work shifts including rotational weekends
Core Interpersonal Skills:
Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
Empathy - be able to understand, or and be aware of, someone else's feelings especially during stressful situations, such as travel delays or billing disputes
Operational & leadership Skills Required:
Attention to Detail, noticing the small things
Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
Problem solving and conflict resolution - be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member's experience
Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
Relatability - the capacity to connect with diverse stakeholders across all backgrounds
Situational Awareness - constantly monitoring the environment to identify members who need support or help
Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
Time Management - the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
Digital Fluency - must be proficient in new age technology and systems
Closing Date 22 June 2026