Collections Agent

Virgin Active South Africa; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading fitness organization is looking for a Collections Agent in Cape Town, South Africa. The role focuses on recovering outstanding membership fees efficiently while maintaining positive relationships with members. The successful candidate will have excellent negotiation and communication skills and a background in collections or sales. You will manage queries and complaints professionally, ensuring high levels of customer satisfaction and retention.

Qualifications

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

Responsibilities

• Recover outstanding membership fees while preserving long-term relationships.
• Handle arrear memberships via phone or written correspondence.
• Deal with member queries and complaints professionally.

Skills

Negotiation skills

Communication skills

Interpersonal skills

Resilience

Multitasking

Empathy

Education

Matric or equivalent qualification

Tools

CRM software

Job description

Your Purpose

The purpose of this role is to recover outstanding membership fees in as little time as while preserving long‑term relationships with members.

Duties & Responsibilities

• Always contribute to achieving our strategic business vision in alignment with our values of learning, improving, and inspiring while 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 efficiently, professionally, and in accordance with quality and performance standards.
• Work cross‑functionally with other department leaders to ensure business objectives 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.
• Must be resilient to handle customer rejection.
• Ability to multitask and switch between multiple systems while helping customers and switching channels frequently (from phone to email).
• Ability to be polite and compassionate without lacking confidence.

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.