Customer Support Officer

New Evolution Ventures Australia Pty Ltd is seeking a Customer Support Officer to support the member experience associated with Crunch Fitness. This is a customer-focused role based in Alexandria, New South Wales, and is offered on a casual basis. The advertised position provides approximately 20 hours of work per week, with shifts scheduled from Monday to Friday between 10:00 am and 7:00 pm. The role is classified as on-site, temporary, casual and associate level.

About the Role

The Customer Support Officer will be an important point of contact for Crunch members and internal teams. The position is designed for someone who enjoys assisting customers, solving problems, working with business systems and building positive relationships. The successful candidate will support members through customer care channels while also helping the organisation maintain strong service standards.

A key responsibility will be developing comprehensive knowledge of Crunch products and services. The Customer Support Officer will need to understand the available membership and fitness offerings so that accurate information can be provided to members and colleagues. This product knowledge will allow the officer to respond confidently to customer questions, explain available options and help members understand the services relevant to their needs.

Customer Service and Member Support

The role involves providing a high standard of customer care. The Customer Support Officer will respond to member enquiries, assist with service-related questions and work towards resolving issues efficiently. The position requires a customer-first approach, with an emphasis on clear communication, patience and practical problem-solving.

Customer interactions may occur through different support channels, including live chat, ticketing systems and telephone/PBX systems. The successful applicant should therefore be comfortable communicating with customers through both digital and traditional contact-centre channels.

The officer will be expected to listen carefully to members, identify the nature of their enquiry and determine the appropriate action. Where an issue cannot be resolved immediately, the employee should understand the relevant escalation or internal support process and ensure that the matter is followed through appropriately.

Internal Systems and Administration

Technology and internal business systems form an important part of this position. The Customer Support Officer is expected to have strong technical capability and familiarity with CRM and other software systems.

The role requires an ability to work confidently with Microsoft Office 365, including Excel. Administrative accuracy will be important when updating records, handling customer information, reviewing account information and completing service-related tasks.

The successful candidate will also be expected to develop strong knowledge of internal systems and use that knowledge to troubleshoot routine problems. This may involve investigating account information, identifying system-related issues or determining the correct internal process for resolving a member request.

Relationship Building

The position is not limited to answering enquiries. Building productive relationships with Crunch members is another important component of the role.

The Customer Support Officer will communicate with members in a professional and approachable manner, helping create a positive experience at each interaction. Understanding the customer's situation and providing useful assistance will be central to the role.

Strong relationship-building skills can also support member retention. The employee may work alongside sales and service teams to identify opportunities to improve the member experience and address issues that could affect ongoing membership.

Upselling and Cross-Selling

The advertised position includes an element of upselling and cross-selling. Candidates should therefore be comfortable discussing relevant Crunch products or services where appropriate.

This does not simply involve promoting products. The employee needs to understand customer needs and identify suitable opportunities while maintaining a service-focused approach. Knowledge of Crunch offerings will help the officer explain available options accurately and contribute to member engagement.

Previous experience in upselling or cross-selling is specifically identified as a desirable skill for the role.

Retention Support

Member retention is another responsibility associated with the position. The Customer Support Officer may collaborate with sales and service teams to support strategies designed to retain members.

This can include identifying service concerns, responding to member issues, helping customers understand their membership and ensuring that enquiries are handled promptly. Effective retention support requires strong communication, attention to detail and an understanding of the customer's relationship with the organisation.

The officer should be able to work collaboratively with colleagues and contribute information that can help improve service delivery.

Membership Account Follow-Up

The role also includes following up on accounts where membership fees are outstanding. The Customer Support Officer may contact members regarding overdue amounts and assist with the recovery of outstanding membership fees.

This responsibility requires professional communication and accurate handling of account information. The employee should be comfortable having potentially sensitive financial conversations while maintaining a respectful and service-oriented approach.

Following established procedures will be important when dealing with overdue accounts, member records and financial follow-ups.

Problem Solving and Continuous Improvement

The position requires strong problem-solving and decision-making abilities. Customer support officers regularly encounter different types of enquiries, and the successful candidate should be able to understand the issue, assess available information and determine an appropriate response.

The role also calls for an interest in continuous improvement. This means looking for practical ways to improve customer interactions, internal processes and service delivery rather than simply completing individual tasks.

Candidates should be comfortable working in an environment where priorities can change and where effective communication with other teams is important.

Call Centre Procedures

An excellent understanding of call centre procedures is specifically required. Applicants should understand the importance of professional telephone communication, accurate customer records, appropriate escalation and consistent service processes.

Experience with PBX systems, live chat and ticketing platforms will help candidates adapt to the range of communication channels used in the role.

The position may involve handling multiple customer requests, so organisation and prioritisation will be important. Employees should be able to maintain service quality while managing competing enquiries.

Working Hours and Availability

The position offers approximately 20 hours per week and requires availability across Monday to Friday. Advertised shifts may be scheduled between 10:00 am and 7:00 pm.

As this is a casual and temporary position, applicants should be clear about their availability and ability to work within the stated weekday schedule. Flexibility across the available shifts may be useful when supporting customer service requirements.

Workplace Culture

Crunch Fitness promotes a “No Judgments” philosophy and describes its clubs as welcoming communities designed to support people in reaching their fitness goals. The company states that each club has a local team focused on serving members and that its values have shaped the organisation since its beginnings in 2007.

For the Customer Support Officer, this culture means customer interactions should be inclusive, respectful and welcoming. The successful applicant should be comfortable working with people from different backgrounds and fitness levels.

Employee Benefits

The advertised position lists several benefits associated with working for Crunch. These include career progression and ongoing learning opportunities, a complimentary Crunch gym membership, health insurance and retail discounts, and opportunities to participate in Crunch community projects.

These benefits are presented as part of the broader employment offering and may be subject to applicable company terms and eligibility requirements.

Collaboration with Other Teams

The Customer Support Officer will work alongside sales and service teams. Collaboration will be important when addressing customer concerns, supporting retention activities and identifying appropriate products or services.

The employee should be comfortable sharing information, asking colleagues for assistance when required and following internal processes. Strong teamwork can help ensure that customer issues are resolved efficiently and that members receive consistent information.

What Success Looks Like

Success in this role will involve providing reliable customer support, maintaining accurate information, using internal systems effectively and contributing to a positive member experience.

A successful employee should be able to answer enquiries professionally, troubleshoot routine system issues, communicate effectively through different channels and identify appropriate opportunities for upselling or cross-selling.

The role also requires the ability to support member retention, follow up outstanding membership accounts and work constructively with other teams.

Candidates interested in applying are asked to provide a resume and cover letter explaining how their experience relates to the position. The employer notes that, because of application volumes, only applicants progressing to interview will be contacted.

The Customer Support Officer position is suited to a customer-service professional who has experience working in a call centre, customer care or a similar member-support environment. The source does not specify a formal degree, diploma or minimum number of years of experience; applicants should therefore demonstrate relevant practical experience rather than assume a particular qualification is mandatory.

Candidates should have previous experience in customer service and be comfortable communicating with customers through telephone and digital channels. Experience with live chat, ticketing platforms and PBX systems is specifically requested. Applicants should understand standard call-centre procedures and be able to maintain professional communication when dealing with a variety of customer enquiries.

Previous upselling or cross-selling experience is required as part of the role. Candidates should be capable of identifying suitable opportunities while maintaining a customer-focused approach. Experience supporting member retention, account enquiries or customer relationship activities would also be relevant.

Strong computer skills are important. Applicants should be proficient with Microsoft Office 365, particularly Excel, and should have experience using CRM or other business software systems. The ability to learn internal systems and troubleshoot routine issues is also expected.

Problem-solving and decision-making skills are important because the position involves responding to different customer situations. Candidates should be able to assess enquiries, determine appropriate solutions and escalate matters when necessary.

The role also calls for a continuous-improvement mindset. Applicants should be willing to identify opportunities to improve service processes and customer experiences.

Communication and relationship-building skills are essential. The successful candidate should be approachable, patient, organised and capable of maintaining positive relationships with members and colleagues.

Availability is another key requirement. The advertised position provides approximately 20 hours per week, with multiple shifts available Monday to Friday between 10:00 am and 7:00 pm.

Candidates should also be comfortable working in an on-site environment in Alexandria, NSW. An interest in fitness, health clubs or member services may be useful, although the source does not state that a formal fitness qualification is required.

Applicants are asked to submit a resume and cover letter explaining how their previous experience aligns with the Customer Support Officer position.