Work-Force
Purpose of the Role
The primary objective of this role is to recover outstanding membership fees efficiently while preserving long-term relationships with members. As a Collections Agent, you will embody the Virgin Active Way by being polite and sensitive towards our members, all while remaining committed to your goals and demonstrating persistence.
Key Responsibilities
- Fee Recovery: Collect outstanding membership fees using the in-house collections methodology, ensuring clients remain part of the Virgin Active family.
- Member Interaction: Handle arrear memberships via telephone or written correspondence, addressing member queries and complaints competently and professionally.
- Alignment with Company Values: Conduct all dealings with members in accordance with Virgin Active’s culture and values, focusing on learning, improving, inspiring, and having fun while doing the right thing.
- Cross-Functional Collaboration: Work collaboratively with other department leaders to ensure business objectives are met and outcomes are delivered effectively.
Minimum Requirements
- Education: Matric or equivalent qualification.
- Experience: Up to 3 years’ experience as a collections agent/representative or in a similar sales role.
- Track Record: Proven success in meeting collections budgets, preferably through phone interactions.
- Negotiation Skills: Outstanding negotiation abilities to resolve issues and address complaints effectively.
- Language Proficiency: Must be able to converse, read, and understand English fluently.
- Communication Skills: Excellent communication and interpersonal skills are essential.
- Resilience: Ability to handle customer rejection with professionalism.
Desired Attributes
- Customer-Centric Focus: A strong emphasis on empathy and the ability to build rapport with members.
- Quality Orientation: Commitment to delivering high-quality results while achieving targets.
- Influencing Skills: Excellent skills in managing objections and resolving calls effectively.
- Independence and Teamwork: Ability to work independently while also being a good team player who treats colleagues with respect.
Preferred Qualifications
- Technical Proficiency: Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems.