Wellness Membership Experience & Retention Specialist

Virgin Active; Cape Town; In loco; ZAR 201.000 - 312.000; Tempo pieno

Descrizione del lavoro

Virgin Active South Africa is seeking a Multi-Skilled Agent to deliver effortless member experiences across calls, email and written correspondence. You will support members by resolving queries, managing complaints, handling cancellations and at-risk conversations, and offering tailored solutions that help members stay connected to their wellness journey.

You will use empathy, active listening and problem-solving to understand needs and provide clear options, while upholding policy and

Competenze

• 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.

Mansioni

• 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 approved behavioural conversation principles and retention techniques to support positive member outcomes while ensuring conversations remain fair, transparent and compliant.
• Apply empathy, professionalism and sound judgement when managing complaints, sensitive conversations and members who may be at risk of leaving.
• Apply empathy, professionalism and sound judgement when managing complaints, sensitive conversations and members who may be at risk of leaving.

Conoscenze

Excellent communication skills

Active listening

Empathy and rapport building

Questioning and needs discovery

Negotiation and objection handling

Multitasking across systems

CRM software familiarity

English proficiency

Formazione

Matric qualification or equivalent qualification

Strumenti

Fresh

iTensity

Flexer

CRM software

Ticketing systems

Telephone systems

Descrizione del lavoro

Virgin Active South Africa is seeking a Multi-Skilled Agent to deliver effortless member experiences across calls, email and written correspondence. You will support members by resolving queries, managing complaints, handling cancellations and at-risk conversations, and offering tailored solutions that help members stay connected to their wellness journey.

You will use empathy, active listening and problem-solving to understand needs and provide clear options, while upholding policy and