Collections Agent at Virgin Active South Africa

Job description

Your Duties and Responsibilities...

• Our collections agents are responsible for handling arrear memberships telephonically or via written correspondence
• It is their responsibility to collect arrears by using the in-house collections methodology and ensure these clients remain part of the Virgin Active family
• Dealing with member queries and complaints on all levels in a competent, efficient, and professional way, in accordance with the quality and performance standard. All dealings with members must be in alignment with the company culture and values
• Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered

Minimum requirements

We can’t live without…

• Matric or equivalent qualification
• Up to 3 years’ experience as collections agent/representative or similar sales role
• Proven track record of successfully meeting collections budgets preferably over the phone
• Outstanding negotiation skills with the ability to resolve issues and address complaints
• Must be able to converse, read and understand English
• Excellent communication and interpersonal skills
• Must be resilient to handle customer rejection
• An ability to multitask, must be able to switch between multiple systems while helping customers and switch channels frequently – from the phone to email
• Ability to be polite and compassionate without lacking confidence

We’d like you to have…

• Customer centric focus
• Must display empathy and ability to build rapport
• Quality must be your key focus in delivering the result
• Must have excellent influencing skills
• Must be able to manage objection and be able to resolve calls
• Must be able to work independently
• Must be a good team player and treat the team with respect

We’d love you to have…

• Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems