Collections Agent

4 months ago

Cape Town, South Africa Virgin Active South Africa (Pty) Ltd 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
- 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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