CUSTOMER SERVICE OFFICER

AppLICATION

Thank you for taking interest in the position of Customer Service Officer.
Please take time to read through the job description ensure you have answered all the questions in the application form in order for your application to be considered.

Reporting to: Operations Manager (Corporate)

The successful Customer Service Officer will be responsible for providing best-in-class service to the employees of a global investment firm at their in-house gym. This role involves supporting the Operations Manager and Directors by executing comprehensive administrative tasks, financial and data tracking, event planning, vendor coordination, and marketing activities to ensure smooth, daily facility operations.

KEY RESPONSIBILITIES

Customer Service & Membership Management

  • Front Desk Excellence: Manage front desk operations and provide high-quality customer service to members both in-person and online.

  • Lifecycle Management: Serve as the primary point of contact for member interactions regarding our service offering, including creating, suspending, terminating, and processing memberships, as well as assisting with session bookings.

  • Billing & Payments: Organise monthly billing, set up and cancel repeating invoices, and ensure all member payments are made in a timely manner on their respective due dates.

  • Inquiry Resolution: Manage and respond promptly to all member enquiries.

Operations, Vendor & Contractor Management

  •  Visitor & Facility Access: Organise, facilitate, and manage visitors to the facility, including working with vendors, organising their facility access, and processing their invoices.

  • Utility & Subscription Management: Coordinate and communicate with outside service providers (e.g., Now TV, Netvigator), process their payments, and ensure the timely renewal of subscriptions.

  • Contractor Scheduling: Schedule and arrange freelance contractors to provide their services to the facility as required.

  • Insurance Administration: Process and administer the team's group medical insurance policies.

Reporting, Data & Financial Control

  •  Data Tracking: Conduct daily updates of data trackers, including member statistics, team tasks, and team responsibilities.

  • Reporting & Analytics: Data extraction from various sources. Generate revenue and member attendance reports, translating data into clear format as required by the firm.

Team Support, Marketing, Events & Strategy

  • Meeting Coordination: Prepare and create detailed meeting agendas.

  • Collateral & Presentation: In cooperation with the marketing team, assist the Operations Manager and coaching team with creating marketing materials and event presentations.

  • Event Management: Assist directly with event organisation and management.

  • General Duties: Perform other duties in connection with or incidental to any of the above tasks as requested by the Company.

QUALIFICATIONS AND REQUIREMENTS

Essential

  • Education: University degree.

  • Experience: Minimum 3 years of work experience in a customer-facing role, ideally within the financial sector, hospitality, or a corporate office environment.

  • Software Proficiency: Able to operate Apple and Google Workspace (including Google Sheets), proficient in using macOS and Windows.

  • Language Skills: Excellent command of written and spoken English and Cantonese.

  • Personal Attributes

    • Professional, well-organised, service-minded, and able to work under pressure in a fast-paced environment.

    • Sociable, proactive, and outgoing with a pleasant personality.

    • Passionate about fitness, sports, health, and wellness.

Desirable

  • Proficient in using multiple industry-specific softwares, including Xero, Google Gemini, TechnoGym MyWellness, Dropbox and Mindbody.

  • Knowledge of Adobe applications such as Illustrator and Photoshop.

  • Knowledge of Mandarin is highly advantageous.

WORK ARRANGEMENT & HOURS OF WORK

  • Benefits: MPF | Paid annual leave | Personal Development Fund & Medical Insurance

  • Work Location: Central (corporate facility)

  • Hours: Full-time; ability to work on shifts including weekends

Apply now and let’s explore how you can grow with us at Pinnacle.

Please complete the application form below and submit your Cover Letter and Resume for the attention of Operations Manager, Sean Milne, at careers@pinnacleperformance.hk.

Applications close 3rd July 2026, 17.00 HKT

Application

Thank you for taking interest in the position of Customer Service Officer.
Please ensure you have answered all the questions in order for your application to be considered.