Customer Experience and Retentions Specialist

In brief

**Overview** This role at Virgin Active South Africa is for a Customer Experience and Retentions Specialist, also known as a Multi-Skilled Agent. Virgin Active aims to change people's lives through wellness by supporting them in leading healthy, fulfilled lives through physical, mental, and social well-being. The specialist plays a key role in creating effortless member experiences by resolving queries, managing complaints, handling cancellation and at-risk conversations, and offering tailored solutions to keep members engaged in their wellness journey. Every interaction is an opportunity to build trust, address member needs, protect member value, and uphold Virgin Active's commitment to refreshing real experiences, holistic wellness, curated guidance, and inclusive communities. **What you will do** * Handle inbound and outbound member interactions across calls, email, and written correspondence. * Resolve membership, billing, App, access, facility, contract, policy, and general service queries within agreed service levels. * Utilize curiosity, active listening, and effective questioning to understand member needs, concerns, and behaviors before recommending solutions. * Manage cancellation requests and retention opportunities by understanding reasons for leaving, confirming information, and offering relevant solutions. * Recognise verbal, behavioural, and emotional cues during member conversations and adapt communication, questioning, and approach accordingly. * Use member insight and good judgment to personalize conversations and solutions, moving beyond scripted responses. * Apply a solution-based approach, structured call guidance, and effective objection handling to support member loyalty and reduce avoidable cancellations. * Present information, options, and choices clearly and simply for informed member decisions. * Apply approved behavioural conversation principles and retention techniques to support positive member outcomes while ensuring fairness, transparency, and compliance. * Apply empathy, professionalism, and sound judgement when managing complaints, sensitive conversations, and members at risk of leaving. **Requirements (from the original advert)** * Matric qualification or equivalent qualification. * 1 - 3 years' experience in a contact centre, customer service, retentions, sales or cancellations environment. * Ability to work across Customer Service and Retentions queues, campaigns and products, adapting quickly to changing business needs. * Ability to converse, read and write clearly in English. * Computer literacy with the ability to work across CRM, telephony, ticketing and membership systems. * Strong communication, active listening, persuasion and negotiation skills. * Strong customer focus, with empathy and the ability to build rapport and trust quickly. * Strong curiosity and questioning skills, with the ability to look beyond the initial member request to understand the real need, concern or motivation. * Ability to recognise verbal, emotional and situational cues during member conversations and respond appropriately. * Ability to listen carefully, interpret information and adapt communication style and approach to suit the individual member and situation. * Strong critical thinking and problem-solving skills, with the ability to assess information, identify the underlying issue and recommend an appropriate solution. * Ability to explain information, options and recommendations in a clear, simple and easy-to-understand way. * Ability to learn and understand new concepts, recognise how they apply in different situations and confidently put the learning into practice. * Ability to manage objections and influence member decisions through effective questioning, relevant information and personalised solutions rather than relying only on scripted responses. * Good judgement and decision-making skills, with the ability to balance member needs, commercial outcomes, business policy and compliance requirements. * High emotional intelligence and resilience when dealing with complaints, rejection, difficult conversations and sensitive member situations. * Ability to close conversations professionally, confirm clear next steps and work towards the best possible outcome for both the member and the business. * Strong follow-through and ownership, ensuring agreed actions and commitments are completed. * Ability to multitask, move confidently between different systems and communication channels, and maintain accuracy under pressure. * Strong quality and compliance focus, with accurate recording of member interactions, decisions, offers and retention outcomes. * A proactive approach and willingness to constantly seek a better way of doing things. * Ability to work independently while being a respectful and supportive team player. * Good knowledge of relevant computer programs, CRM software, ticketing tools and telephone systems. * Previous experience using systems such as Fresh, iTensity, Flexer or similar membership/contact centre platforms would be advantageous. **Who should apply** This role is suitable for a multi-skilled individual with 1-3 years of experience in a contact centre, customer service, retentions, sales, or cancellations environment. The ideal candidate will be passionate about wellness, highly customer-focused, empathetic, and possess strong communication, active listening, persuasion, and negotiation skills. They should be adept at problem-solving, critical thinking, and making sound judgments, particularly in sensitive or challenging situations. The candidate must be proficient in English, computer literate, proactive, and capable of adapting to changing business needs while maintaining accuracy and compliance. High emotional intelligence and resilience are crucial for managing complaints and difficult conversations. **Deadline** 31st October, 2026 **Reference** Original posting: https://www.myjobmag.co.za/job/customer-experience-and-retentions-specialist-virgin-active-south-africa Source: myjobmag

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At a glance

• At least 1 year of experience.

• Customer service

Extracted automatically from the advert; confirm requirements on the original listing.

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