Retentions Agent

• The purpose of this role is retaining members in line with the retention strategy to members that have cancelled or have requested cancelation of their membership.
• Do the best work of your life by enabling experiences that help people live an active life
• To focus on giving members an irresistible experience

• 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 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

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
• 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)