Job Description

Job Summary

We are looking for a proactive and customer-focused

Member Retention Specialist

to ensure high billing success, strong member engagement, and overall service excellence. This role is responsible for driving retention targets, managing defaulter collections, and delivering an outstanding member experience throughout their membership journey.

Key Responsibilities

Achieve

85% Successful Billing

,

90% Defaulter 1 Collections

,

100% NMM Target

, and maintain

<3% attrition

.


Perform Defaulter Calls/WhatsApp/Email follow-ups by the

3rd and 9th

of every month.


Conduct

Active Member Service Calls

and

NJM Service Calls

at

14 days

and

30 days

for new join members.


Ensure NJM membership forms are accurate and compliant with company policies.


Meet the

Medallia OSAT Member Satisfaction Target

through excellent service and problem resolution.


Follow proper

cancellation, freezing, and save procedures

, ensuring correct documentation.


Achieve

100% NJM successfully billed

, including resolving Ezpay or FOP issues and collecting payments at the counter when required.


Update and maintain accurate

Form of Payment (FOP)

details for all debtors.


Ensure

80% of existing members

and

100% of new members

download and use the

AF App

.


Maintain

100% accuracy

of new member profiles, documents, contact details, photos, and trainer assignments in the membership system.

Candidate Requirements

1-2 years in sales or customer service. Experience in fitness or BPO industry with be an added advantage. Knowledge in Microsoft Word and Excel. Excellent written and verbal communication skills. Salary Range: RM2000 - RM2300 ABLE TO START IMMEDIATELY * Based in Plaza Shah Alam