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 correspondenceCaptures all data relevant to the call or service intervention efficiently and accuratelyAdheres to all business Policies, Procedures and ProcessesResolves all customer queries within the agreed SLA for the departmentLiaise and coordinate with internal and external stakeholdersTo offer a solution-based approach to all customer interactions tailored to the needs of the individual memberTo respond to all members in the Virgin Way, always providing heartfelt service and seeking opportunities to delightfully surprise our membersEnsures follow-up action is completed when necessary and provides feedback to the member, ensuring the full query is resolvedAlways 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 deliveredDealing 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 roleMust be able to converse, read and understand EnglishExcellent communication and interpersonal skillsMust be resilient to handle customer rejectionAn 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 focusMust display empathy and the ability to build rapportQuality must be your key focus in delivering the resultMust have excellent influencing skillsMust be able to manage objection and be able to close callsMust be able to work independentlyAbility to follow set proceduresThe 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 systemsREGISTRATION SUPPORT Tel: 010 140 3099 virginsupport@pnet.co.za The Diversity & InclusionOur 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 statementOur 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