BOUNCE- Central Communications Venue - BOUNCE

Company Purpose 
 
Inspire movement, Self-expression, and human connection 
 
Company Vision 
 
BE LOVED AS A REGULAR DESTINATION FOR FREESTYLE FUN, PROGRESSION & DEVELOPMENT  
 
BOUNCE is a fast-paced and energetic environment full of smart people who make things happen. The company vision ensures an ongoing commitment to creating: 
 
  • A loved and respected international brand 
  • An awesome culture with exceptional people at every level 
  • A fresh and evolving multi-sensory experience 
  • Pumping venues across the world 
  • A safety record we’re proud of. 
 
Company Mission 
 
Bring the Love – Inspire Progression – Grow the Tribe 
  
Our Values 
 
We have a powerful working culture that fuses passion, connectivity, accountability, and evolution of the BOUNCE experience.
   
These are the BOUNCE values: 
 
 
  • Passion  
 
 
  • Unleash your free spirit. 
  • Be your awesome, authentic self. 
  • Harness your talents and gifts. 
  • Stand out and shine. 
 
  • Unity 
 
 
  • We’rea tribe. We jump together &we’rebuilding a revolution together. 
  • Talk straight. Talk Often. Embrace diversity Stay tight. 
 
  • Accountability 
 
 
  • We need leadership at every level. 
  • Take charge. Be decisive. 
  • Follow up and follow through. 
  • Get the right $h*t done right. 
 
  • Keep it fresh 
 
 
  • Be the front runner & game changer. 
  • Encourage. 
  • Inspire & be inspired. 
 
Position Purpose
  • To give a warm and friendly welcome to all customers to BOUNCE and ensure they have an exciting and safe experience.
  • To provide accurate and exceptional levels of customer service through all phone, email, and WhatsApp interactions promptly to build strong customer relations and drive the sales and growth of BOUNCE.
  • To maintain current and strong knowledge of BOUNCE product and service offers to ensure customers are always provided with the most appropriate and accurate information.
  • Take every opportunity to promote the BOUNCE Vision, Values, and Culture internally and externally.
 
Key Accountabilities
 
Values & Behaviours
  • Lead by example by living BOUNCE Values on a day-to-day basis and encourage and help all team members to do the same
  • Take every opportunity to promote the BOUNCE Vision, Values and Culture both internally and externally
  • Actively participate in team discussions, meetings, and other team forums to impart knowledge and keep abreast of new products/services to be communicated to customers
  • Contribute to building a positive team atmosphere and exceptional customer service culture in the Central Communications Venue
  • Regularly provide evidence-based feedback on what is working well, what challenges they are encountering, and any recommendations for improvement
  • Maintain a well-presented and clean premises
  • Adhere to shift timings that will be determined based on business needs, with a standard workday consisting of 9 hours, inclusive of breaks
Customer Service
  • Facilitate a Free-Jumping Revolution culture!
  • Provide friendly, helpful & empathetic customer service in line with the BOUNCE values that leave customers feeling supported, acknowledged, and reassured
  • Take ownership of interactions with customers and ensure that the required follow-up occurs to ensure a resolution is achieved
  • Resolve customer issues in a friendly and calm manner and escalate to Manager if required
  • Provide customers with timely and accurate information in response to queries via phone, email & WhatsApp
  • Proactively identify new business opportunities and maintain relationships with existing customers to ensure excellent levels of customer service are maintained
  • Maintain a strong knowledge of product/service offerings to provide the most appropriate information to the customer
  • Make recommendations to customers about the different experiences within our venues (e.g., parties, coaching, hosting, functions, etc.)
  • Follow guidelines and processes to ensure an efficient and exceptional level of customer experience
Sales
  • Achieve set sales targets and pursue profitable growth opportunities
  • Arrange bookings for parties, programs, groups, or events, ensuring confirmation and payments are actioned within the required timeframes
  • Analyse the market area to identify means of attracting new customers
  • Work with the Marketing team to drive results through Marketing campaigns.
  • Make various outbound call campaigns.
Systems and Processes
  • Always follow Standard Operating Procedures (SOPS) and established processes, and recommend updates as identified or needed
  • Ensure accurate data entry using online systems (Roller/HubSpot)
  • Ensure deals are created, activity logs updated & reasoning updated accurately
  • Actively seek opportunities for continuous improvement on the systems, identifying areas for enhancement and contributing suggestions to optimize efficiency and performance
  • Process payments using VT and complete related administration work
  • Ensure the booking system and other methods of tracking activity are updated in a timely and accurate manner
Safety
  • Ensure communication of the BOUNCE safety message is clear and effective
  • Actively promote the BOUNCE Safety culture to customers and contribute to a safe working environment
  • Communicate relevant safety information to customers, including programs, parties, & groups
  • Follow up on injuries with empathy & sensitivity