Are you passionate about making a difference in people’s lives? Do you have a knack for turning cancellations into loyal memberships, and are you eager to work in the health, wellness, and fitness industry? If so, there’s an exciting opportunity waiting for you at Virgin Active South Africa (Pty) Ltd in Cape Town. This is your chance to join a dynamic and driven team as a Retention Agent, where your contribution will be crucial in retaining Virgin Active’s valued members.
Retention Agent Job Overview
- Location: Cape Town, Western Cape
- Company: Virgin Active South Africa (Pty) Ltd
- Industry: Health, Wellness, and Fitness
- Division: Contact Centre
- Business Unit: Retentions
- Experience Level: Associate
- Job Functional Area: Sales
- Contract Type: Permanent
- Closing Date: 27 September 2024
- Job Posted: 12 September 2024
Purpose of the Retention Agent Role
The primary purpose of the Retention Agent role is to retain Virgin Active members who have either cancelled or requested the cancellation of their membership. As a Retention Agent, you will contribute to Virgin Active’s mission of promoting active and healthy lifestyles by ensuring members continue their fitness journey with the company. Through engaging interactions and effective use of retention strategies, you’ll have the opportunity to make a positive impact on members’ lives and be part of a thriving health and wellness community.
Duties and Responsibilities
Your day-to-day responsibilities will revolve around retaining members and ensuring they receive an irresistible experience that encourages them to stay. Here’s what your duties will include:
- Member Retention:
You will be responsible for handling cancelled memberships telephonically or through written communication, using Virgin Active’s NLP sales methodology to convince members to remain part of the Virgin Active family. - Customer Query Management:
You’ll address member queries, concerns, and complaints across various communication channels (phone, email, etc.) in a professional, efficient, and competent manner while adhering to Virgin Active’s standards of quality and performance. - Collaboration Across Departments:
You will work closely with leaders from different departments to ensure that business goals are met and outcomes are delivered as per the company’s retention strategies. - Adherence to Company Values:
In all your dealings, you’ll be expected to embody Virgin Active’s core values of learning, improving, inspiring, and maintaining a fun yet professional approach to work. - Ownership and Decision-Making:
You will take full ownership of your decisions and responsibilities while working to create positive moments for the members you engage with.
Minimum Requirements
At Virgin Active, we believe in hiring the best talent to ensure that our members receive excellent service. Here’s what we require from our Retention Agents:
- Matric (or equivalent qualification):
A strong educational foundation is essential. - Experience:
You need up to 3 years of experience in a sales or retention role, preferably in a similar environment where member retention and relationship-building are a priority. - Track Record of Sales Success:
A proven record of meeting sales targets over the phone is a key requirement. - Outstanding Communication and Negotiation Skills:
Excellent interpersonal skills and negotiation abilities are essential for resolving issues, handling complaints, and convincing members to stay. - Resilience:
The role demands the ability to handle customer rejection and bounce back with a positive attitude. - Multitasking Ability:
As a Retention Agent, you must switch seamlessly between different systems and communication channels, demonstrating flexibility and agility.
Preferred Skills and Attributes
Virgin Active is more than just a gym; it’s a community that thrives on shared values and passion. While the basic requirements are essential, we’d love you to bring the following qualities to the role:
- Adaptability:
You should thrive in a fast-paced, ever-changing environment. - Curiosity:
A curious mind will help you understand member needs and provide personalized solutions. - Winning Mentality:
A relentless drive for success is a must for achieving your goals. - Growth Mindset:
Virgin Active is a learning environment, and having a growth mindset will ensure your continual personal and professional development. - Self-Motivation:
Working independently while keeping the bigger picture in mind is crucial for success in this role. - Trustworthiness:
Integrity and doing the right thing are non-negotiable traits at Virgin Active. - Action Orientation:
Taking swift and decisive actions when required is important for creating member “moments of magic.”
Additional Skills
- Knowledge of CRM Systems:
Familiarity with customer relationship management (CRM) software and telephone systems will give you an edge. - Wellness Industry Knowledge:
A deep understanding of the health, wellness, and fitness industry will help you connect better with members and their needs. - Agility and Collaboration:
Quick decision-making and the ability to collaborate with other teams are essential for delivering the best results.
Why Join Virgin Active?
At Virgin Active, you will not just be a part of any company; you will be a part of a movement that inspires healthier and more active lifestyles. Virgin Active is a recognized leader in the fitness industry and offers its employees the opportunity to make meaningful contributions to the health and well-being of others.
Here’s what you can look forward to:
- Innovative Work Environment: A culture that promotes learning, fun, and innovation.
- Career Growth: Opportunities for personal and professional development.
- Inclusive Community: A place where everyone is valued and respected.
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How to Apply
If you’re excited about helping people stay on track with their fitness goals and meet the criteria listed above, Virgin Active would love to hear from you. Apply now and become part of a company that’s committed to helping people live healthier, more active lives!
The Retention Agent vacancy at Virgin Active South Africa offers a unique opportunity to become part of an industry leader in health, wellness, and fitness. As a Retention Agent, you won’t just be selling memberships; you’ll be helping members stay committed to their fitness journeys, creating lasting impacts on their health and well-being. With your skills in sales, communication, and problem-solving, you’ll play a key role in ensuring that members continue to enjoy the benefits of an active lifestyle through Virgin Active.