Employer: Virgin Active South Africa (Pty) Ltd Your Purpose.... The purpose of this role is to recover outstanding membership fees in as little time as possible and preserving long-term relationship with the member. * To collect the Virgin Active Way, collections agent must be polite and sensitive towards our members while also remaining committed to their purpose and persistence * 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 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 collections agents are responsible for handling arrear memberships telephonically or via written correspondence * It is their responsibility to collect arrears by using the in-house collections methodology and ensure these clients remain part of the Virgin Active family * 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 * Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered Minimum Requirements.... We can’t live without… * Matric or equivalent qualification * Up to 3 years’ experience as collections agent/representative or similar sales role * Proven track record of successfully meeting collections budgets preferably over the phone * Outstanding negotiation skills with the ability to resolve issues and address complaints * 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 * Ability to be polite and compassionate without lacking confidence We’d like you to have… * Customer centric focus * Must display empathy and 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 resolve calls * Must be able to work independently * Must be a good team player and treat the team with respect We’d love you to have… * Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems