New Jobs at Virgin Active South Africa

Job Description

Your Purpose....

• The purpose of this role is to sell to prospects in line with the sales strategy and to support the business goals
• Do the best work of your life by enabling experiences that help people live an active life
• To make exercise irresistible
• To focus on giving members an irresistible experience

Your Duties & Responsibilities…

• To always do your bit towards achieving our strategic business vision and do it in a way that aligns to our business values of learning, improving and inspiring while having fun and always doing the right thing.
• Be self-disciplined and plan and work independently
• Work flexibly e.g. weekends, early or late hours, as well as Public holidays
• Computer literate – proficient and agile when using Word, Excel, Outlook
• Write emails freely with excellent knowledge of grammar and spelling.
• Understand the market and demographics of a variety of clubs to effectively communicate the key message and campaign to the market
• Develop and build great networks and relationships with potential members & colleagues
• Follow a manual process of tracking potential members.
• Do thorough needs analysis of potential members’ requirements to be able to advise on what the club can offer to meet these needs.
• Perform administrative functions as required for this role.
• Perform additional functions as required from time to time by your line managers such as mystery calls, confirmation calls, and others.
• Responsible for generating leads for future sales.
• Ensure our prospective and existing members receive heartfelt service through every interaction within the sales process.
• Due to the nature of the role, you will be required to work over certain weekends and public holidays to achieve the agreed KPIs and targets set.
• Keep yourself updated on all club-related events, activities, and priorities or programs, this includes member suggestions to provide exceptional service.
• Ensure you are aware of all current and upcoming Sales & Marketing campaigns/strategies
• Attend relevant training courses and meetings which will enable you to carry out your role successfully as well as those which are discussed within Performance Promise conversations.
• Complete monthly sales product training as required
• Maintain a positive, productive working relationship with all Support Office and Club staff.
• Aim always to give the best possible service to members and prospective members. Deal with prospect inquiries, ensuring efficiency and accuracy when handling queries.
• Ensure that you effectively and efficiently resolve prospect inquiries.
• Be accountable for achieving your KPIs monthly.
• Collaborate with your team to achieve the minimum requirement of budget performance
• Set appointments from contacts made using centrally generated leads
• To maximise opportunity and influence all components in booking appointments, managing show ratio, gaining referrals, and converting the inquiries into sales.
• Complete sales over the phone from the contacts made using centrally generated leads as well as leads self-generated.
• Responsible for meeting KPIs monthly which has been predetermined by your line manager.
• You’ll also be responsible for achieving any other targets relating to other areas such as data collection, call quality, Dynamics compliance, and accurate tracking.
• When required you’ll also perform additional tasks including, but not limited to:
• Live chat, Twitter and Facebook, Google Reviews, multi-Channel member administrative requests

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 and persuasion 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
• The ability to multitask is essential, as the role requires seamlessly switching between multiple systems while assisting customers, as well as frequently transitioning between communication channels, from voice calls to written interactions.

We’d like you to have…

• Adaptability (must be able to adapt to a faced paced, challenging environment)
• Be curious
• Have a winning mentality (must be willing to go over and above to achieve success)
• Must be motivated to achieve success.
• A commitment to making a difference in people’s lives.
• A Growth mindset
• The ability to work independently.
• Trustworthiness (must always act in doing the right thing)
• A drive to create moments of magic for our members.
• The ability to make decisions and take ownership and responsibility for the decision.
• Action orientation

We’d love you to have…

• Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems
• Wellness knowledge, beyond the health club
• The ability to make quick and bold decisions.
• The ability to be agile.
• The ability to be collaborative.
• High Interpersonal skills (EQ)

What success looks like [Key Performance Indicators (KPIs)]…

• Sales Budget
• Lead completion rate
• Unpaids percentage
• Conversation Rate
• Quality Assurance & Compliance
• Virgin Values

go to method of application »

Your Purpose....

• Do the best work of your life by enabling experiences that help people live an active life.
• To make exercise irresistible.
• To focus on giving members an irresistible experience through the application of our brilliant basics.

Your Duties and Responsibilities....

• To always do your bit towards achieving our strategic business vision and do it in a way that aligns to our business values of learning, improving and inspiring while having fun and always doing the right thing.
• Our Customer Service Agent role is to provide effective customer service to all internal and external customers telephonically or via written correspondence.
• Captures all data relevant to the call or service intervention efficiently and accurately.
• Adheres to all business Policies, Procedures and Processes
• Resolves all customer queries within the agreed SLA for the department.
• Liaise and coordinate with internal and external stakeholders.
• To offer a solution-based approach to all customer interactions tailored to the needs of the individual member.
• To respond to all members in the Virgin Way, always providing heartfelt service and seeking opportunities to delightfully surprise our members.
• Ensures follow-up action is completed when necessary and provides feedback to the member, ensuring the full query is resolved.
• Always communicate in a professional manner to ensure you achieve the best outcome for the business and members.
• Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered.
• 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.

What we need from you (our minimum requirements) …

We can’t live without.

• Matric qualification or equivalent qualification
• Up to 3 years’ experience within a contact centre in an agent or similar role
• 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 love 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
• Ability to follow set procedures
• The ability to be pro-active and constantly seek a better way of doing things

We’d love you to have…

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

What success looks like [Key Performance Indicators (KPIs)]…

• Customer Satisfaction (CSAT)
• Productivity Adherence
• Quality Assurance & Compliance
• Display of Virgin Active Values

go to method of application »

Your Purpose....

• Do the best work of your life by enabling experiences that help people live an active life.
• To make exercise irresistible.
• To focus on giving members an irresistible experience through the application of our brilliant basics.

Your Duties and Responsibilities....

• To always do your bit towards achieving our strategic business vision and do it in a way that aligns to our business values of learning, improving and inspiring while having fun and always doing the right thing.
• Our Customer Service Agent role is to provide effective customer service to all internal and external customers telephonically or via written correspondence.
• Captures all data relevant to the call or service intervention efficiently and accurately.
• Adheres to all business Policies, Procedures and Processes
• Resolves all customer queries within the agreed SLA for the department.
• Liaise and coordinate with internal and external stakeholders.
• To offer a solution-based approach to all customer interactions tailored to the needs of the individual member.
• To respond to all members in the Virgin Way, always providing heartfelt service and seeking opportunities to delightfully surprise our members.
• Ensures follow-up action is completed when necessary and provides feedback to the member, ensuring the full query is resolved.
• Always communicate in a professional manner to ensure you achieve the best outcome for the business and members.
• Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered.
• 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.

What we need from you (our minimum requirements) …

We can’t live without.

• Matric qualification or equivalent qualification
• Up to 3 years’ experience within a contact centre in an agent or similar role
• 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 love 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
• Ability to follow set procedures
• The ability to be pro-active and constantly seek a better way of doing things

We’d love you to have…

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

What success looks like [Key Performance Indicators (KPIs)]…

• Customer Satisfaction (CSAT)
• Productivity Adherence
• Quality Assurance & Compliance
• Display of Virgin Active Values