Customer Resolutions Specialist at Virgin Active South Africa

Job Description

Our Minimum Requirements...

• Is to “change people’s lives for the better through wellness”;
• We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
• 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, Web, admin 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...

• Customer support - answering questions however they come in (phone, e-mail, Facebook and Instagram, but not limited to these) and managing any online feedback forums such as Google my Business and App store reviews in a timely manner.
• Sending relevant member communication to alert members of in club actives via SMS and push notifications.
• 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 Service Manager.
• Ensure accurate records are kept for each member query and resolution via various internal comms, Fresh, Itensity and Braze 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 after hours work will occasionally be required.

Our Minimum Requirements...

We can’t live without…

• Matric Certificate (or equivalent NQF level 4)
• 2-3 experience in managing customer queries on social media platforms e.g. FB, Instagram, 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
• Able to work shifts including rotational weekends

Core Interpersonal Skills:

• Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
• Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
• Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
• Empathy – be able to understand, or and be aware of, someone else’s feelings especially during stressful situations, such as travel delays or billing disputes

Operational & leadership Skills Required:

• Attention to Detail, noticing the small things
• Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
• Problem solving and conflict resolution – be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member’s experience
• Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
• Relatability – the capacity to connect with diverse stakeholders across all backgrounds
• Situational Awareness – constantly monitoring the environment to identify members who need support or help
• Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
• Time Management – the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
• Digital Fluency – must be proficient in new age technology and systems

Closing Date 22 June 2026