Your Purpose:
The purpose of this role is to recover outstanding membership fees in as little time as possible while preserving a long-term relationship with the member.
- To collect the Virgin Active Way, collections agents must be polite and sensitive towards our members while also remaining committed to their purpose and persistence.
- Do the best work of your life by enabling experiences that help people live an active life.
- To make exercise irresistible.
- To focus on giving members an irresistible experience.
Duties And Responsibilities:
- To always do your bit towards achieving our strategic business vision in a way that aligns with our business values of learning, improving, and inspiring while having fun and always doing the right thing.
- Our collections agents are responsible for handling arrear memberships telephonically or via written correspondence.
- It is their responsibility to collect arrears by using the in-house collections methodology and ensure these clients remain part of the Virgin Active family.
- Dealing with member queries and complaints on all levels in a competent, efficient, and professional way, in accordance with the quality and performance standard. All dealings with members must be in alignment with the company culture and values.
- Working cross-functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered.
Minimum Requirements:
We can’t live without:
- Matric or equivalent qualification.
- Up to 3 years’ experience as a collections agent/representative or similar sales role.
- Proven track record of successfully meeting collections budgets, preferably over the phone.
- Outstanding negotiation skills with the ability to resolve issues and address complaints.
- Must be able to converse, read, and understand English.
- Excellent communication and interpersonal skills.
- Must be resilient to handle customer rejection.
- An ability to multitask; must be able to switch between multiple systems while helping customers and switch channels frequently – from the phone to email.
- Ability to be polite and compassionate without lacking confidence.
We’d like you to have:
- Customer-centric focus.
- Must display empathy and ability to build rapport.
- Quality must be your key focus in delivering results.
- Must have excellent influencing skills.
- Must be able to manage objections and resolve calls.
- Must be able to work independently.
- Must be a good team player and treat the team with respect.
We’d love you to have:
- Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems.
#J-18808-Ljbffr