Customer Service Agent at Virgin Active South Africa

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

We’d love 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

What success looks like [Key Performance Indicators (KPIs)]…

• Customer Satisfaction (CSAT)
• Productivity Adherence
• Quality Assurance & Compliance
• Display of Virgin Active Values