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VIRGIN ACTIVE IS HIRING
COLLECTIONS AGENT
Virgin Active South Africa (Pty) Ltd
Cape Town, Western Cape
Permanent
Closing Date 31 October 2026
Job Details
Division: Contact Centre
Business Unit: Collections
Minimum experience: Entry Level
Company primary industry: Health, Wellness and Fitness
Job functional area: Sales
Job Description
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 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 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 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 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 the result
- Must have excellent influencing skills
- Must be able to manage objection and be able to 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
CUSTOMER SERVICE AND RETENTIONS AGENT
Virgin Active South Africa (Pty) Ltd
Cape Town, Western Cape
Permanent
- Closing Date 31 October 2026
Job Details
Division: Contact Centre
Business Unit: Retentions
Minimum experience: Entry Level
Company primary industry: Health, Wellness and Fitness
Job functional area: Sales
Job Description
Our purpose is to change people's lives for the better through wellness. We are passionate about supporting people to lead healthy, fulfilled lives by providing a space where they can focus on their physical, mental and social well-being.
As a Multi-Skilled Agent, you play a key role in creating effortless member experiences. You support members by resolving queries, managing complaints, handling cancellation and at-risk conversations, and offering tailored solutions that help members stay connected to their wellness journey.
Every interaction is an opportunity to inspire trust, solve the member's need, protect member value and support Virgin Active's promise of refreshing real experiences, holistic wellness, curated guidance and communities without conformity.
A day in the life of a Multi-Skilled Agent...
- Handle inbound and outbound member interactions across calls, email and written correspondence.
- Resolve membership, billing, App, access, facility, contract, policy and general service queries within agreed service levels.
- Use curiosity, active listening and effective questioning to understand the member’s needs, concerns and the reasons behind their behaviour before recommending a solution.
- Manage cancellation requests and retention opportunities by understanding the member’s reason for leaving, confirming the correct information and offering relevant and appropriate solutions.
- Recognise verbal, behavioural and emotional cues during member conversations and adapt your communication, questioning and approach to the individual member.
- Use member insight and good judgement to personalise conversations and solutions rather than relying only on scripted responses.
- Use a solution-based approach, structured call guidance and effective objection handling to support member loyalty and reduce avoidable cancellations.
- Present information, options and choices in a clear and simple way so that members can understand their options and make informed decisions.
- Apply approved behavioural conversation principles and retention techniques to support positive member outcomes while ensuring conversations remain fair, transparent and compliant.
- Apply empathy, professionalism and sound judgement when managing complaints, sensitive conversations and members who may be at risk of leaving.
- Apply empathy, professionalism and sound judgement when managing complaints, sensitive conversations and members who may be at risk of leaving.
We can't live without...
Experience and Background
- Matric qualification or equivalent qualification.
- 1 - 3 years' experience in a contact centre, customer service, retentions, sales or cancellations environment.
- Ability to work across Customer Service and Retentions queues, campaigns and products, adapting quickly to changing business needs.
- Ability to converse, read and write clearly in English.
- Computer literacy with the ability to work across CRM, telephony, ticketing and membership systems.
Skills and Competencies
- Strong communication, active listening, persuasion and negotiation skills.
- Strong customer focus, with empathy and the ability to build rapport and trust quickly.
- Strong curiosity and questioning skills, with the ability to look beyond the initial member request to understand the real need, concern or motivation.
- Ability to recognise verbal, emotional and situational cues during member conversations and respond appropriately.
- Ability to listen carefully, interpret information and adapt communication style and approach to suit the individual member and situation.
- Strong critical thinking and problem-solving skills, with the ability to assess information, identify the underlying issue and recommend an appropriate solution.
- Ability to explain information, options and recommendations in a clear, simple and easy-to-understand way.
- Ability to learn and understand new concepts, recognise how they apply in different situations and confidently put the learning into practice.
- Ability to manage objections and influence member decisions through effective questioning, relevant information and personalised solutions rather than relying only on scripted responses.
- Good judgement and decision-making skills, with the ability to balance member needs, commercial outcomes, business policy and compliance requirements.
- High emotional intelligence and resilience when dealing with complaints, rejection, difficult conversations and sensitive member situations.
- Ability to close conversations professionally, confirm clear next steps and work towards the best possible outcome for both the member and the business.
- Strong follow-through and ownership, ensuring agreed actions and commitments are completed.
- Ability to multitask, move confidently between different systems and communication channels, and maintain accuracy under pressure.
- Strong quality and compliance focus, with accurate recording of member interactions, decisions, offers and retention outcomes.
We'd like you to have...
- A proactive approach and willingness to constantly seek a better way of doing things.
- Ability to work independently while being a respectful and supportive team player.
- Good knowledge of relevant computer programs, CRM software, ticketing tools and telephone systems.
- Previous experience using systems such as Fresh, iTensity, Flexer or similar membership/contact centre platforms would be advantageous.
RETENTIONS AGENT
Virgin Active South Africa (Pty) Ltd
Cape Town, Western Cape
Permanent
Closing Date 31 October 2026
Job Details
Division: Contact Centre
Business Unit: Retentions
Minimum experience: Entry Level
Company primary industry: Health, Wellness and Fitness
Job functional area: Sales
Job Description
In a nutshell (your purpose)…
• Is to “change people’s lives for the better through wellness”;
• We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
• The purpose of this role is retaining members in line with the retention strategy to members that have cancelled or have requested cancelation of their membership.
A day in the life (your duties & responsibilities)…
• Proactively handle cancellation requests via outbound/inbound calls and written correspondence.
• Engage with members to understand their concerns and offer tailored solutions that encourage continued membership.
• Apply strong objection-handling and negotiation skills to maximize retention outcomes.
• Use structured call flows and in-house methodology to identify member needs and match them with appropriate offerings.
• Deliver empathetic, professional service aligned with Virgin Active’s values: being inspiring, always improving, doing the right thing, and having fun.
• Adapt quickly to different campaigns, products, and retention strategies as required by the business.
• Maintain compliance with all regulatory, contractual, and quality standards.
• Accurately document all member interactions, offers, and outcomes in line with POPI and internal systems.
• Address member queries, feedback, and complaints promptly and professionally.
• Collaborate with other departments and leadership teams to support business goals and drive retention success.
• Support business targets by reducing churn and improving member loyalty.
• Work collaboratively with other departments and leadership teams to support the achievement of business outcomes and drive member retention success.
• Prompt the business loyalty program
What we need from you (our minimum requirements) …
We can’t live without…
• Matric or equivalent qualification
• Up to 3 years’experience in retentions, sales, or customer service within a contact centre environment.
• Ability to work across multiple campaigns, adapting quickly to changing business needs.
• Excellent persuasion, negotiation, and communication skills.
• High emotional intelligence with the ability to manage sensitive conversations effectively.
• Commitment to member loyalty, with a focus on reducing churn and maximizing retention.
• Ability to maintain compliance with all regulatory, contractual, and quality standards.
• Skilled in accurate documentation of customer interactions and retention outcomes.
Core Interpersonal Skills:
• Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
• Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
• Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
• Empathy – be able to understand, or and be aware of, someone else’s feelings especially during stressful situations, such as travel delays or billing disputes
Operational & leadership Skills Required:
• Attention to Detail, noticing the small things
• Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
• Problem solving and conflict resolution – be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member’s experience
• Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
• Relatability – the capacity to connect with diverse stakeholders across all backgrounds
• Situational Awareness – constantly monitoring the environment to identify members who need support or help
• Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
• Time Management – the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
• Digital Fluency – must be proficient in new age technology and systems
