Collections Agent

Virgin Active; Cape Town; On-site; ZAR 200 000 - 250 000; Full time

Job summary

A leading fitness organization is seeking a collections agent to recover outstanding membership fees while preserving relationships with members. The ideal candidate will have up to 3 years of experience, excellent communication skills, and the ability to handle member queries. This role requires a customer-centric focus and a strong ability to negotiate effectively.

Qualifications

• Up to 3 years' experience as a collections agent or similar sales role.
• Proven track record of meeting collections budgets, preferably over the phone.
• Must be able to converse, read, and understand English.

Responsibilities

• Recover outstanding membership fees while maintaining member relationships.
• Handle arrear memberships telephonically or via written correspondence.
• Deal with member queries and complaints professionally.

Skills

Negotiation skills

Customer-centric focus

Excellent communication

Resilience

Ability to multitask

Education

Matric or equivalent qualification

Tools

CRM software

Job description

Purpose

Your Purpose.

The purpose of this role is to recover outstanding membership fees in as little time as possible and preserve long‑term relationships with members. Collections agents must be polite and sensitive towards our members while also remaining committed to their purpose and persistence.

To 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.

Responsibilities

• Always contribute toward achieving the strategic business vision and do it in a way that aligns with our business values of learning, improving, inspiring, having fun, and always doing the right thing.
• Handle arrear memberships telephonically or via written correspondence.
• Collect arrears using the in‑house collections methodology and ensure these clients remain part of the Virgin Active family.
• Deal with member queries and complaints on all levels in a competent, efficient, and professional way, in accordance with the quality and performance standard.
• Ensure all dealings with members are in alignment with the company culture and values.
• Work cross‑functionally with other department leaders to ensure that the objectives of the business are met and outcomes are delivered.

Minimum Requirements

• Matric or equivalent qualification.
• Up to 3 years’ experience as a 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.
• Resilient to handle customer rejection.
• Ability to multitask, switch between multiple systems, and switch channels from phone to email.
• Ability to be polite and compassionate without lacking confidence.

Desired Skills

• Customer‑centric focus.
• Display empathy and ability to build rapport.
• Quality must be your key focus in delivering the result.
• Excellent influencing skills.
• Manage objection and resolve calls.
• Work independently and as a good team player, treating the team with respect.

Additional Preferences

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