Customer Service Resolutions Specialist

**Our Purpose...**
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.

Our mission is to create an environment where wellness works for everyone. At Virgin Active wellness is not just about fitness
- it’s about creating real experiences that support members in their holistic health journey.

We provide a luxury wellness environment that fosters personal growth, community, and transformation. Our approach is accessible, inclusive, and built on the foundation of social wellness.

Our wellness offering is built on core pillars which define who we are and how we deliver on our promise:

- _ Refreshing Real Experiences_: Authentic, engaging experiences that inspire lasting wellness.
- _ Holistic Wellness_: A comprehensive approach integrating fitness, mental health, nutrition, and recovery.
- _ Curated Guidance and Progress_: Personalized coaching and programs to support sustainable progress.
- _ Communities Without Conformity_: Diverse, welcoming environments where everyone feels empowered.

**Your Purpose...**
- Work to resolve failed service deliveries to members via all social media platforms.
- Engage in community management across all social media platforms.
- Work to resolve any incoming escalated queries from UK, Exco, Contact Centre, Webadmin or CGSO.
- Supports all service recovery project initiatives to ensure systemic transparency and no negative impact to business process/requirements.
- Provides members with solutions and ensures completion to member expectations.

**Your Duties and Responsibilities...**
- Monitor, report and track activity on all social media platforms.
- Analyse data on any trends.
- Utilise your best judgement in negotiating a resolution with all members in line with the company's service strategy and find best solution.
- Ensure that you are always flagging regular concerns or possible risk areas with the Customer Engagement Manager.
- Ensure accurate records are kept for each member query and resolution via various internal comms, Venquiry and Brandseye etc.
- Able to manage time and meet all Customer service measures as well as maintain and better the company standard turnaround time for all concerns/ correspondence and follow ups.
- Performs other duties as assigned as team members each specialise in a particular field and succession is vital.
- Assist with crisis situations, where 24/7 availability is required.

**Our Minimum Requirements...**
We can’t live without(Minimum Requirements)
- Matric Certificate (or equivalent NQF level 4)
- 2-3 experience in managing customer queries on social media platforms e.g. FB, Twitter, etc.
- Previous experience working as a community manager Must be friendly and polite with a professional work ethic
- Time Management
- Ability to prioritize time
- Attention to detail and the ability to multitask
- Proficient in Problem solving

We’d like you to have(Attributes)
- Adaptability (must be able to adapt to a fast paced, changing environment)
- Be curious (must be willing to succeed, seek opportunities to learn and grow)
- Have a winning mentality (must be willing to go over and above to achieve success)
- Must be motivated to achieve success.
- A commitment to making a difference in people’s lives.
- A Growth mindset
- The ability to work independently.
- Trustworthiness (must always act in doing the right thing)
- A drive to create moments of magic for our members.
- The ability to make decisions and take ownership and responsibility for the decision.
- Action orientation

We’d love you to have(additional skills)
- Excellent Communication skills - written and verbal
- Proficiency using a computer (internet, Windows environment)
- Ability to administer and report on current customer query trends
- Wellness knowledge, to engage and inspire others to take a holistic approach to wellness.
- The ability to be agile.
- The ability to be collaborative.
- High Interpersonal skills (EQ)