Your Purpose... To Inspire people to live active lives. To focus on giving members an irresistible experience through the application of our brilliant basics. Your Duties and Responsibilities... 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 We can’t live without. 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 We’d like you to have… Customer centric focus Must display empathy and the 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 close calls Must be able to work independently Ability to follow set procedures The ability to be pro-active and constantly seek a better way of doing things We’d love you to have… Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems REGISTRATION SUPPORT Tel: 010 140 3099 virginsupport@pnet.co.za The Diversity&Inclusion Our commitment to employment equity measures, Virgin Active will target suitably qualified candidates from previously disadvantaged groups as part of its recruitment process, with the exception where a particular role sought to be filled is already adequately represented by the afore-mentioned groups. Vaccine statement Our duty as an employer is to ensure the safety of our people. Our business therefore supports the South African COVID-19 vaccination programme and we encourage all our people to protect not just themselves and their loved ones but also, colleagues, by getting vaccinated as required in terms of nation roll-out measures. #J-18808-Ljbffr