Work-Force
Your Purpose: As a Retention Advisor, your mission is to retain members in line with our retention strategy, focusing on those who have canceled or requested cancellation of their membership. You will play a crucial role in providing exceptional experiences that help people lead active lives and ensure our members feel valued and connected to the Virgin Active family.
Your Duties & Responsibilities:
- Retention Focus: Handle membership cancellations and requests via telephone or written correspondence, using our in-house NLP sales methodology to persuade clients to remain part of the Virgin Active community.
- Member Experience: Address member queries and complaints competently, efficiently, and professionally, aligning with our company culture and values.
- Cross-Functional Collaboration: Work with department leaders to ensure business objectives are met and desired outcomes are achieved.
- Adherence to Standards: Uphold quality and performance standards in all interactions with members, contributing to our strategic business vision and values of learning, improving, inspiring, and fun.
Our Minimum Requirements:
- Essential:
- Matric or equivalent qualification.
- Up to 3 years of experience in a sales or retention role, with a proven track record of meeting sales budgets, preferably over the phone.
- Outstanding negotiation skills, with the ability to resolve issues and address complaints effectively.
- Proficiency in English, with excellent communication and interpersonal skills.
- Resilience to handle customer rejection and the ability to multitask seamlessly between various systems and communication channels.
We’d Like You to Have:
- Adaptability: Ability to thrive in a fast-paced, challenging environment.
- Curiosity: A desire to learn and grow continuously.
- Winning Mentality: A drive to exceed goals and achieve success.
- Motivation: Commitment to making a positive impact on members’ lives.
- Growth Mindset: Openness to feedback and a focus on personal and professional development.
- Independence: Ability to work autonomously and take ownership of decisions.
- Trustworthiness: Integrity and a commitment to doing the right thing.
- Magic Moments: A passion for creating memorable experiences for our members.
- Action Orientation: A proactive approach to decision-making and problem-solving.
We’d Love You to Have:
- Technical Skills: Knowledge of CRM software and telephone systems.
- Wellness Knowledge: Understanding of wellness beyond traditional health clubs.
- Decision-Making: Ability to make quick, bold decisions and be agile in your approach.
- Collaboration: Strong interpersonal skills and the ability to work collaboratively with others.
- Emotional Intelligence (EQ): High level of interpersonal skills to connect with members and colleagues effectively.
Join Us and Make a Difference in Members’ Lives! Apply Today!