Member Services Officer

About the role

The Member Services Officer will act as the primary liaison for YMCA members, ensuring smooth daily operations of the Member Services Office and fostering strong relationships through prompt and effective handling of enquiries and complaints.

Key responsibilities

• Oversee day‑to‑day activities of the Member Services Office and maintain high levels of member satisfaction.
• Respond to member enquiries, resolve complaints, and ensure timely follow‑up.
• Coordinate with internal and external stakeholders to deliver consistent service quality.
• Support planning, development, and review of membership programmes, including instructor management.
• Monitor programme standards to ensure they meet professional criteria.
• Perform ad‑hoc duties as assigned by the supervisor.

Required profile

• Degree in Business Administration, Hospitality Management or a related field (preferred).
• Minimum 3 years relevant experience, including 1–2 years in a supervisory role.
• Strong customer‑service background.
• Excellent spoken English, Cantonese and Mandarin; good written English and Chinese.
• Ability to work shift duties (Monday to Sunday) and immediate availability.

Required skills

• Proficiency in Microsoft Office.

What we offer

• Competitive salary commensurate with qualifications and experience.
• Opportunity to work in a dynamic community‑focused environment.