Customer Service Agent

21 hours ago

Cape Town, South Africa Virgin Active South Africa Full time
Job title : Customer Service AgentJob Location : Western Cape, Cape TownDeadline : December 30, 2024Quick Recommended Links
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Your Purpose....

  • 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 through the application of our brilliant basics.

Your 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 Customer Service Agent role is to provide effective customer service to all internal and external customers telephonically or via written correspondence.
  • Captures all data relevant to the call or service intervention efficiently and accurately.
  • Adheres to all business Policies, Procedures and Processes
  • Resolves all customer queries within the agreed SLA for the department.
  • Liaise and coordinate with internal and external stakeholders.
  • To offer a solution-based approach to all customer interactions tailored to the needs of the individual member.
  • To respond to all members in the Virgin Way, always providing heartfelt service and seeking opportunities to delightfully surprise our members.
  • Ensures follow-up action is completed when necessary and provides feedback to the member, ensuring the full query is resolved.
  • Always communicate in a professional manner to ensure you achieve the best outcome for the business and members.
  • Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered.
  • 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.

What we need from you (our minimum requirements) …

We can’t live without.

  • Matric qualification or equivalent qualification
  • Up to 3 years’ experience within a contact centre in an agent or similar role
  • 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

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