Join Virgin Active as a Retention Agent in South Africa
Virgin Active is looking for a dynamic and goal-driven Retention Agent to join our team in South Africa. If you have a passion for customer service, sales, and wellness, this is an opportunity to make a difference while growing your career.
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Job Title: Retention Agent
Company: Virgin Active
Location: South Africa
Closing Date: 28 February 2025
Role Overview: Your Purpose
As a Retention Agent, your primary responsibility is to engage with members who have requested to cancel their membership and retain them by offering solutions tailored to their needs. Our goal is to create an irresistible experience for our members, ensuring they continue their fitness journey with Virgin Active.
You will work within a structured retention strategy, using top-tier negotiation skills, effective communication, and an in-depth understanding of our brand’s values to keep members motivated and committed to their health and wellness.
Key Responsibilities of a Retention Agent
1. Member Retention & Relationship Management
- Engage with members who have canceled or requested cancellation and present tailored retention solutions.
- Utilize Virgin Active’s in-house NLP sales methodology to successfully retain members.
- Provide an exceptional experience that aligns with our brand’s culture and values.
- Build strong relationships with members to encourage continued engagement.
2. Sales & Performance Excellence
- Achieve and exceed retention targets through strategic communication.
- Maintain a professional and persuasive approach when handling objections.
- Monitor and analyze member feedback to enhance retention strategies.
- Effectively work within set performance metrics to maximize success.
3. Handling Member Queries & Complaints
- Address customer concerns efficiently while maintaining Virgin Active’s high service standards.
- Offer viable solutions that align with member needs and expectations.
- Uphold brand values by ensuring customer interactions are handled with professionalism and empathy.
4. Cross-Functional Collaboration
- Work closely with other departments to ensure a seamless customer experience.
- Provide feedback on common member concerns to improve overall customer satisfaction.
- Contribute to team efforts by sharing best practices and innovative ideas.
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Minimum Requirements: What We Need From You
To qualify for this role, you must meet the following criteria:
- Education: Matric or equivalent qualification.
- Experience: Up to 3 years of experience in sales, retention, or a similar role.
- Sales Skills: A proven track record of meeting or exceeding sales targets, preferably via phone.
- Communication: Excellent written and verbal communication skills in English.
- Negotiation: Strong ability to negotiate and resolve issues effectively.
- Customer Service: Ability to handle objections and provide solutions that align with customer needs.
- Multitasking: Proficiency in managing multiple tasks simultaneously across different communication channels.
- Resilience: Ability to handle customer rejection and remain motivated.
Preferred Skills & Qualities: What We Look For
We are looking for individuals who exhibit the following attributes:
- Adaptability: Thrives in a fast-paced, ever-changing environment.
- Curiosity: A passion for learning and improving retention strategies.
- Winning Mentality: A goal-driven mindset with a focus on success.
- Motivation: Self-driven and committed to achieving excellence.
- Customer-Centric Approach: A deep desire to enhance the customer experience.
- Growth Mindset: Openness to continuous learning and self-improvement.
- Trustworthiness: A strong moral compass and commitment to ethical conduct.
- Decision-Making Skills: Confidence in making bold and informed choices.
- Action-Oriented: Ability to take initiative and implement retention strategies effectively.
Technical & Industry Knowledge
To excel in this role, candidates should also have:
- CRM Proficiency: Knowledge of customer relationship management software.
- Call Center Systems: Familiarity with call center technologies and best practices.
- Wellness Industry Knowledge: An understanding of the fitness and health industry is a plus.
- Agility & Collaboration: Ability to quickly adapt and work effectively within teams.
Why Join Virgin Active?
1. Career Growth & Development
At Virgin Active, we invest in our employees’ growth, offering ongoing training and development opportunities.
2. Be Part of a Purpose-Driven Brand
We don’t just sell memberships – we change lives by promoting a healthier lifestyle.
3. Work in a Fun & Supportive Environment
Our workplace culture is energetic, positive, and designed to help you thrive.
4. Competitive Salary & Benefits
We offer a market-related salary package, incentives, and exclusive employee benefits.
How to Apply for the Retention Agent Role
If you’re ready to take on this exciting challenge, apply before the closing date! Submit your updated CV and a compelling cover letter showcasing your experience and skills.
Closing Date: 28 February 2025
Application Process:
- Visit our official careers page.
- Find the Retention Agent job listing.
- Upload your CV and application letter.
- Await feedback from our recruitment team.
