Collections Agent

Virgin Active South Africa (Pty) Ltd


Date: 1 day ago
City: Cape Town, Western Cape
Contract type: Full time
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
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