Retention Agent at Virgin Active South Africa

Job description

Your Duties and Responsibilities...

• To always do your bit towards achieving our Vision of being The World’s Most Loved Exercise Brands to live and role-model our Values of Do the right thing, Have Fun, Inspiring People, Innovating; and to bring to life our People Promise of Be Yourself and Go Together, Work Hard and Dream Big!
• Our retention advisors are responsible for handling cancelled memberships telephonically or via written correspondence
• It is their responsibility to retain clients by using the in-house NLP sales 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

Our Minimum Requirements...

We can’t live without…

• Matric or equivalent qualification
• Up to 3 years’ experience as sales or retentions representative or similar sales role
• Proven track record of successfully meeting sales 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

We’d like you to have…

• Customer centric focus
• Must display empathy and the 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 close 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