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.
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