Customer Experience and Bookings Coordinator | AU | Hybrid

Setup and Location: Hybrid (2 days weekly) - Ortigas, Pampanga, Alabang, or Cebu

Work Schedule: 9:00 AM-6:00 PM (AEST) | 07:00 AM-4:00 PM (PH Time)

Employment Type: Full-time

Ready to do work that actually excites you?

Strong attention to detail, excellent communication skills, and the ability to manage multiple priorities are essential for success.

What You’ll Do

You’ll be the kind of person who:

• Answer inbound calls, emails, web enquiries, social messaging, and other customer service channels while delivering professional, friendly, and timely support.
• Provide accurate information regarding opening hours, programs, memberships, fees, facility access, venue conditions, bookings, and general policies.
• Identify customer needs, refer to approved information sources, and communicate clearly and confidently in plain English.
• Maintain a calm, respectful, and solutions-focused approach at all times, including when managing sensitive, complex, or escalated customer enquiries.

• Create, amend, transfer, and cancel bookings in accordance with venue procedures and availability requirements.
• Assist customers with enrolments for swimming lessons, fitness activities, facility hire, memberships, and other venue programs.
• Confirm booking details including dates, times, participant information, pricing, payment requirements, and venue-specific instructions before finalising arrangements.
• Maintain accurate customer profiles, booking records, and communication notes, escalating non-standard requests for approval when required.

• Listen actively to customer concerns, gather relevant information, and respond professionally without making assumptions or assigning blame.
• Resolve straightforward service issues within approved procedures, demonstrating empathy, professionalism, and a solutions-focused mindset.
• Accurately record feedback, complaints, actions taken, and follow-up requirements to ensure complete customer records.
• Escalate serious, complex, or unresolved matters promptly and monitor open issues to ensure customers receive timely updates.

• Manage urgent reports involving emergencies, safety concerns, threats, injuries, or hazards by following approved escalation procedures and promptly referring matters to the appropriate venue team, emergency services, or nominated manager.
• Protect personal, payment, health, and membership information, ensuring customer data is handled securely and confidentially in accordance with company policies.
• Provide accurate information, manage standard bookings and account updates, and resolve enquiries using approved procedures, workflows, and service recovery guidelines.
• Exercise sound judgement within delegated authority, escalating serious, sensitive, repeated, or unresolved complaints, as well as matters relating to refunds, credits, privacy, fraud, legal, regulatory, or reputational risks.
• Remain calm, professional, and solutions-focused when handling sensitive or urgent situations, ensuring customers receive appropriate support and communication throughout the process.

• Work closely with venue teams, program coordinators, finance, and management to deliver a coordinated and consistent customer experience.
• Participate in training, coaching, team meetings, and briefings while maintaining up-to-date knowledge across the venue portfolio.
• Provide clear handovers on urgent or outstanding matters and support peak periods, campaigns, and customer service initiatives as required.
• Contribute to a positive, professional, accountable, and customer-focused team culture while identifying opportunities to improve processes, systems, and service delivery.

Requirements

What You Bring

We’re looking for someone with:

• Has at least 3 years of experience in customer service, contact centre, reservations, membership administration, customer success, or a similar customer-focused role.
• Has excellent written and verbal communication skills, with a professional phone manner, strong listening skills, and the ability to communicate clearly and confidently.
• Demonstrates experience managing inbound enquiries, customer complaints, and service recovery while maintaining a calm, professional, and solutions-focused approach.
• Is highly organised with strong attention to detail and the ability to prioritise tasks and urgent matters in a fast-paced environment.
• Is tech-savvy and confident using CRM, booking, ticketing, membership, or other customer management systems, along with Microsoft 365 and web-based applications.
• Can quickly learn and retain information across multiple venues, programs, pricing structures, and operating procedures.
• Exercises sound judgement, takes ownership of tasks, and consistently delivers accurate and high-quality work.
• Is reliable, adaptable, and committed to providing exceptional customer experiences.

• Has experience supporting Australian customers or working within an Australian service environment.
• Has experience in aquatic, fitness, recreation, hospitality, tourism, healthcare, education, or community services.
• Has experience processing bookings for classes, facilities, memberships, or recurring programs.
• Has worked across multiple brands, sites, or business units within a centralised customer service environment.
• Has familiarity with call recording, quality assurance, knowledge-base, or complaint management processes.