Customer Service Champion

3 days ago


Johannesburg, Gauteng, South Africa Virgin Active South Africa Full time

About Virgin Active

At Virgin Active, we believe that everyone deserves access to a healthy and active lifestyle. Our goal is to empower our members to achieve their fitness goals through our innovative approach to wellness and exercise.

Job Role

The Service Ambassador will be the ambassador of our brand, responsible for delivering exceptional customer experiences that exceed our members' expectations. This role requires a unique blend of customer service skills, technical knowledge, and leadership abilities.

Key Accountabilities

  • Service Delivery
    • Deliver outstanding customer service experiences that meet our high standards
    • Ensure that all interactions with members are positive, professional, and respectful
  • Operational Excellence
    • Manage front of house operations, including controlling access, providing information, and delivering on member needs
    • Adhere to operational standards, administration policies, and procedures
  • Member Retention
    • Develop and maintain strong relationships with our members, providing them with ongoing support and guidance
    • Drive digital engagement with members on our various platforms, exposing them to online and digital exercise offerings that meet their individual needs

Requirements and Qualifications

To be successful in this role, you will need:

  • Grade 12 Senior Certificate or NQF Level 4 equivalent
  • Successful completion of Reception Academy
  • Good understanding and knowledge of digital platforms
  • Sound knowledge of Virgin Active exercise experiences
  • Comprehensive understanding of the customer journey and the desired customer experience
  • Sound knowledge of club rules, operating standards, and safety protocol
  • Minimum of 12 months experience within a face-to-face customer-facing role
  • Proven ability to resolve member questions and queries
  • Embody the business values
  • People-centric
  • Passionate about exercise


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