Retentions Agent
| Division | Contact Centre |
| Business Unit | Retentions |
| Minimum experience | Mid-Senior |
| Company primary industry | Health, Wellness and Fitness |
| Job functional area | Sales |
| Location | Cape Town, Western Cape |
| Closing Date | 31 December 2024 |
Position Overview
- The objective of this position is to retain members in accordance with the retention plan, specifically targeting those who have canceled or requested cancellation of their membership.
- Achieve your utmost potential by facilitating events that promote an active lifestyle for individuals.
- To concentrate on providing members with an unparalleled experience
Your Obligations and Responsibilities:
- Consistently contribute to the realization of our strategic business vision in a manner that aligns with our core values of learning, improvement, inspiration, enjoyment, and ethical conduct.
- Our retention experts manage terminated memberships through telephone communication or written contact.
- They are tasked with retaining clients through the in-house NLP sales process and ensuring these clients continue to be affiliated with the Virgin Active brand.
- Addressing member inquiries and grievances at all levels competently, efficiently, and professionally, in alignment with quality and performance standards.
All interactions with members must conform to the company’s culture and principles. - Collaborating with leaders from many departments to ensure the achievement of business objectives and the delivery of outcomes.
Our essential prerequisites…
- Matriculation or a similar qualification
- Up to three years of experience as a sales or retention representative or in a comparable sales position.
- Demonstrated history of consistently achieving sales targets, preferably via telephone communication.
- Exceptional negotiation abilities with proficiency in resolving difficulties and addressing grievances.
- Proficient in conversing, reading, and comprehending English.
- Exceptional communication and interpersonal abilities.
- Must possess resilience to endure client rejection
- The capacity to multitask is crucial, as the position necessitates fluidly alternating between several systems while aiding consumers, as well as regularly shifting between communication modalities, from voice calls to written correspondence.
We wish for you to possess…
- Adaptability (ability to adjust to a fast-paced, demanding workplace)
- Exhibit curiosity
- Possess a victorious mindset (must be prepared to exceed expectations to attain success)
- Must possess the motivation to attain achievement.
- A dedication to effecting positive change in individuals’ lives.
- A attitude oriented towards growth
- The capacity for autonomous work.
- Reliability (must consistently engage in ethical conduct)
- A commitment to generate enchanting experiences for our members.
- The capacity to make judgments and assume ownership and accountability for such actions.
- Orientation towards action
We would appreciate your possession of…
- Proficient with pertinent computer applications (e.g., CRM software) and telecommunication systems.
- Wellness expertise, extending beyond the fitness center
- The capacity to execute swift and audacious judgments.
- The capacity for agility.
- The capacity for collaboration.
- Elevated interpersonal skills (emotional intelligence)
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