Wellness Experience & Retention Specialist

Virgin Active South Africa (Pty) Ltd; Wes-Kaap; On-site; ZAR 167,000 - 257,000; Full time

Job summary

Virgin Active South Africa (Pty) Ltd is seeking a Multi-Skilled Agent to support members in resolving queries, managing complaints, handling cancellations and at-risk conversations, and offering tailored solutions that keep members connected to their wellness journey.

You will engage across calls, email and written correspondence, using empathy and a solution-based approach to provide clear options and retain member loyalty.

Qualifications

• Matric qualification or equivalent.
• 1 - 3 years' experience in a contact centre, customer service, retentions, sales or cancellations environment.
• Ability to converse, read and write clearly in English.
• Computer literacy with the ability to work across CRM, telephony, ticketing and membership systems.

Responsibilities

• Handle inbound and outbound member interactions across calls, email and written correspondence.
• Resolve membership, billing, App, access, facility, contract, policy and general service queries within agreed service levels.
• Use curiosity, active listening and effective questioning to understand the member’s needs, concerns and the reasons behind their behaviour before recommending a solution.
• Manage cancellation requests and retention opportunities by understanding the member’s reason for leaving, confirming the correct information and offering relevant and appropriate solutions.
• Recognise verbal, behavioural and emotional cues during member conversations and adapt your communication, questioning and approach to the individual member.
• Use member insight and good judgement to personalise conversations and solutions rather than relying only on scripted responses.
• Use a solution-based approach, structured call guidance and effective objection handling to support member loyalty and reduce avoidable cancellations.
• Present information, options and choices in a clear and simple way so that members can understand their options and make informed decisions.
• Apply empathy, professionalism and sound judgement when managing complaints, sensitive conversations and members who may be at risk of leaving.

Skills

Communication

Active listening

Empathy

Negotiation

Problem solving

Adaptability

Multi-channel

CRM literacy

Education

Matric or equivalent

Tools

Fresh

iTensity

Flexer

CRM systems

Job description

Virgin Active South Africa (Pty) Ltd is seeking a Multi-Skilled Agent to support members in resolving queries, managing complaints, handling cancellations and at-risk conversations, and offering tailored solutions that keep members connected to their wellness journey.

You will engage across calls, email and written correspondence, using empathy and a solution-based approach to provide clear options and retain member loyalty.