Customer Support Specialist - Weekends Only

!! Please read "How to Apply" and follow the steps. Failure to email the required video will immediately disqualify you. !!

About Us

• We’re a well-established health brand helping Australian and New Zealand women take control of their slow metabolisms, hormonal imbalances, and weight struggles. 
• Our team of qualified and experienced dieticians, nutritionists and personal trainers take a scientific and compassionate approach that works. Our programs have changed over 7,000 lives to date.
• Our coaching team is 100% virtual, with all based within Australia.
• We have a number of celebrity endorsers who believe in our brand as much as we do (and as much as we hope you will too).
• Our health coaches and consultants are some of the best in the country - we give our members what they deserve.

Our mission is to empower, inspire, and educate women to live their best lives and quit yo-yo dieting forever. Helping them gain confidence, create new standards for themselves, and thrive in a supportive community. The ideal candidate for this role will have a passion for our mission too.

About The Role

(Please only apply if you have residency in Australia and full working rights.)

We're on the lookout for a Customer Support Specialist to work our Weekend Shift. This involves working BOTH Saturdays and Sundays, 8am to 4.30pm Sydney time. 

Your role will be to provide an exceptional onboarding experience for our new members, give world-class Customer Support and ensuring our members have a seamless and remarkable journey from start to finish.  

The right person for this role will be someone who goes above and beyond to achieve positive outcomes, and thrive in fast-paced and dynamic work environments. This role requires a high level of emotional intelligence, strong verbal communication skills, and a warm, welcoming and positive attitude.  

The ability to think fast and navigate tough conversations, where necessary, is also vital for the role. We want someone who understands the importance of achieving the optimal balance between customer satisfaction and our company’s well-being. 

If you're the type of person who loves to support others, willing to go the extra mile to ensure customer satisfaction, but are not afraid to put your foot down when necessary, then we want to hear from you.  

In this role, you’ll be:

• Required to speak to our members both over the phone, and on video (Zoom).
• The go-to person for our members for any support, concerns, or inquiries.
• Liaising between various departments to ensure we are providing the best experience for our members from start to finish.
• Stepping into our member's shoes - understanding any misunderstandings or issues and trying to best resolve them so they remain loyal members.
• Providing world-class customer service and building strong connections and rapport with members. 
• Following up members and ensuring their entire journey is smooth, successful and enjoyable.
• Listening carefully to what our members actually say and responding appropriately to make them feel heard.
• Striving to maintain a favourable outcome for the business and meet KPIs.
• Leveraging persuasive communication skills to help members see all the value they receive with us and making them feel supported and safe in our program.
• Demonstrating high levels of resilience, empathy, and calm by dealing positively with our members and any challenges thrown your way.
• Using razor-sharp negotiation skills to strike a balance between making the member feel appreciated - and the company's interests.
• Applying critical and analytical thinking to not only handle immediate concerns but also to use data and trends to create strategies that increase member retention.
   

About You

• Minimum 1-year experience in a customer service role.
• MUST be available on both Saturdays and Sundays on a weekly basis. 
• You have a laptop, home office, stable internet, and phone with unlimited calls to Australia and New Zealand.
• You know how to put yourself in someone else's shoes with empathy and understanding at all times.
• You’re a good listener, and you make people feel heard and understood. 
• You’ve been told you are “instantly likeable” and you have charm - but you also know how to be firm and stand your ground when needed.
• You can turn a "no" into a "yes" using ethically persuasive communication skills.
• You’re patient and resilient. Members may not always be happy when they come to you, but you remain calm and composed in all your interactions.
• You’re organized and disciplined. We’re a virtual team, so it’s essential you can manage your own workload and time effectively.
• You’ve got solid diplomacy and negotiation skills - ensuring the company and the member walk away feeling satisfied with the outcome.
• You love self-improvement and challenging yourself. Ambitious KPIs excite you
• You’re highly adaptable and able to interact appropriately with different personality types.
• You are happy to receive regular feedback and reviews to improve your own performance and career development.
• If you’re always told that you’re “too nice”, or, a “people pleaser” then this position is likely not for you. 

Benefits

• $30 to $40 per hour earning potential
• Part-time, remote position (work from home)
• Access to a world-class communication program
• 1-on-1 mentorship from one of the top high-ticket nutrition and fitness salespeople in the world
• Employee Assistance Program (EAP)

HOW TO APPLY:

Step 1:
Film a 2 - 3 minute video about yourself, what made you want to apply, and why you think you’d be a good fit for the role.
Videos do not need to be professionally made. You may simply use your phone or computer and record a basic video. It is the content of the video which we are interested in. Not the presentation format of it :)
Please Note:
Poorly thought-out or excessively long videos will result in your application not being progressed to the interview stage.

Step 2:
Send your video, cover letter, and resume to: hr@the4percentclub.org
Step 3:
If your application is accepted, you will receive communication from us shortly to set up a Zoom interview with our Head of Member Success, Stella Hui.
 

We look forward to seeing your application!
(Part Time, Remote, Australian Based, WFH)