Collections Agent

3 weeks ago

Cape Town, South Africa Pty Full time

Your Purpose The purpose of this role is to recover outstanding membership fees in as little time as possible and preserve long‑term relationships with members. To collect the Virgin Active Way, the 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 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. They use the in‑house collections methodology to collect arrears and ensure these clients remain part of the Virgin Active family. They also deal 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 align with our 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 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 Resilient to handle customer rejection Ability to multitask, switching between multiple systems while helping customers and switching channels frequently – from the phone to email Ability to be polite and compassionate without lacking confidence We’d Love You to Have… Customer‑centric focus Displayed empathy and ability to build rapport Quality must be your key focus in delivering results Excellent influencing skills Manage objections and be able to resolve calls Work independently Good team player and treat the team with respect Additional Desirable Skills Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems #J-18808-Ljbffr

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