Retentions Agent

Virgin Active South Africa (Pty) Ltd; Wes-Kaap; On-site; ZAR 200,000 - 320,000; Full time

Job summary

Virgin Active South Africa (Pty) Ltd is seeking a retention-focused specialist to handle cancellation requests and engage members with tailored solutions. The role emphasizes empathy, strong communication, and adherence to regulatory standards.

You will work across campaigns and adapt to evolving retention strategies while documenting interactions accurately. Ideal candidates have up to 3 years in retentions or customer service, with exceptional negotiation skills and a commitment to reducing

Qualifications

• Matric or equivalent qualification.
• Up to 3 years’ experience in retentions, sales, or customer service within a contact centre.
• Excellent persuasion, negotiation, and communication skills.
• High emotional intelligence with the ability to manage sensitive conversations effectively.
• Commitment to member loyalty, with a focus on reducing churn and maximizing retention.
• Ability to maintain compliance with regulatory, contractual, and quality standards.
• Skilled in accurate documentation of customer interactions and retention outcomes.

Responsibilities

• Proactively handle cancellation requests via outbound/inbound calls and written correspondence.
• Engage with members to understand concerns and offer tailored solutions that encourage continued membership.
• Apply strong objection-handling and negotiation skills to maximize retention outcomes.
• Use structured call flows and in-house methodology to identify member needs and match them with offerings.
• Deliver empathetic, professional service aligned with Virgin Active’s values.
• Adapt quickly to different campaigns, products, and retention strategies.
• Maintain compliance with regulatory standards and internal procedures.
• Accurately document all member interactions, offers, and outcomes in systems.

Skills

Persuasion

Negotiation

Communication

Emotional intelligence

Education

Matric or equivalent qualification

Tools

CRM software

Job description

In a nutshell (your purpose)…

• Is to “change people’s lives for the better through wellness”;
• We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
• 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.

A day in the life (your duties & responsibilities)…

• Proactively handle cancellation requests via outbound/inbound calls and written correspondence.
• Engage with members to understand their concerns and offer tailored solutions that encourage continued membership.
• Apply strong objection-handling and negotiation skills to maximize retention outcomes.
• Use structured call flows and in-house methodology to identify member needs and match them with appropriate offerings.
• Deliver empathetic, professional service aligned with Virgin Active’s values: being inspiring, always improving, doing the right thing, and having fun.
• Adapt quickly to different campaigns, products, and retention strategies as required by the business.
• Maintain compliance with all regulatory, contractual, and quality standards.
• Accurately document all member interactions, offers, and outcomes in line with POPI and internal systems.
• Address member queries, feedback, and complaints promptly and professionally.
• Collaborate with other departments and leadership teams to support business goals and drive retention success.
• Support business targets by reducing churn and improving member loyalty.
• Work collaboratively with other departments and leadership teams to support the achievement of business outcomes and drive member retention success.
• Prompt the business loyalty program

What we need from you (our minimum requirements) …

We can’t live without…

• Matric or equivalent qualification
• Up to 3 years’experience in retentions, sales, or customer service within a contact centre environment.
• Ability to work across multiple campaigns, adapting quickly to changing business needs.
• Excellent persuasion, negotiation, and communication skills.
• High emotional intelligence with the ability to manage sensitive conversations effectively.
• Commitment to member loyalty, with a focus on reducing churn and maximizing retention.
• Ability to maintain compliance with all regulatory, contractual, and quality standards.
• Skilled in accurate documentation of customer interactions and retention outcomes.

Core Interpersonal Skills:

• Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
• Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
• Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
• Empathy – be able to understand, or and be aware of, someone else’s feelings especially during stressful situations, such as travel delays or billing disputes

Operational & leadership Skills Required:

• Attention to Detail, noticing the small things
• Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
• Problem solving and conflict resolution – be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member’s experience
• Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
• Relatability – the capacity to connect with diverse stakeholders across all backgrounds
• Situational Awareness – constantly monitoring the environment to identify members who need support or help
• Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
• Time Management – the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
• Digital Fluency – must be proficient in new age technology and systems