Your Purpose....The purpose of this role is to recover outstanding membership fees in as little time as possible and preserving long-term relationship with the member.To collect the Virgin Active Way, collections agent must be polite and sensitive towards our members while also remaining committed to their purpose and persistenceDo the best work of your life by enabling experiences that help people live an active lifeTo make exercise irresistible To focus on giving members an irresistible experienceDuties And Responsibilities....To always do your bit towards achieving our strategic business vision and do it in a way that aligns to 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 correspondenceIt is their responsibility to collect arrears by using the in-house collections methodology and ensure these clients remain part of the Virgin Active familyDealing 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 valuesWorking cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being deliveredMinimum Requirements....We can't live without… Matric or equivalent qualificationUp to 3 years' experience as collections agent/representative or similar sales roleProven track record of successfully meeting collections budgets preferably over the phoneOutstanding negotiation skills with the ability to resolve issues and address complaintsMust be able to converse, read and understand English Excellent communication and interpersonal skillsMust be resilient to handle customer rejectionAn ability to multitask, must be able to switch between multiple systems while helping customers and switch channels frequently – from the phone to emailAbility to be polite and compassionate without lacking confidenceWe'd like you to have…Customer centric focusMust display empathy and ability to build rapport Quality must be your key focus in delivering the resultMust have excellent influencing skills Must be able to manage objection and be able to resolve callsMust 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
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