Customer Experience and Retentions Specialist Cape Town

📌 OPPORTUNITY OVERVIEW:-Virgin Active South Africa (Pty) Ltd is actively recruiting for a Customer Experience and Retentions Specialist position in Cape Town. This is an excellent opportunity for professionals in the Customer / Care sector looking to advance their careers.

🎯 IDEAL CANDIDATE PROFILE:-We are seeking talented individuals with the following profile:• Experience Level: 1 - 3 years • Educational Background: Matric or equivalent• Industry Focus: Customer / Care• Location Preference: in Cape Town

💼 WHY THIS ROLE MATTERS:-The Customer Experience and Retentions Specialist position is an important role within the Customer / Care sector, offering meaningful career development and professional growth opportunities.

📈 CAREER DEVELOPMENT INSIGHTS:-This role in Customer / Care offers valuable career progression opportunities aligned with your experience level and professional aspirations.

📋 APPLICATION GUIDANCE:-When applying for this Customer Experience and Retentions Specialist position, ensure your CV highlights:• Relevant experience matching the 1 - 3 years requirement• Educational qualifications in line with Matric• Specific achievements in the Customer / Care field• Any certifications or specialized training

🌍 SOUTH AFRICA JOB MARKET CONTEXT:-The Customer / Care sector in South Africa continues to show strong demand for skilled professionals. This position represents a valuable opportunity in the current job market.

Job Title: Specialist in Customer Experience and Retention

Company: Virgin Active South Africa (Pty) Ltd

Salary: Market Related

Job Type: Permanent

Sectors: Sales, Health, Fitness & Beauty

Reference: 207143

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**Position Overview**

Virgin Active South Africa (Pty) Ltd is dedicated to transforming lives through wellness. We aim to help individuals lead healthy, fulfilling lives by offering a sanctuary where they can focus on their physical, mental, and social well-being.

In this role, you will be a pivotal figure in crafting seamless member experiences. You will assist members by addressing inquiries, managing complaints, handling cancellations and at-risk discussions, and presenting customized solutions that keep members engaged in their wellness journey. Each interaction is an opportunity to build trust, fulfill member needs, uphold member value, and embody Virgin Active's commitment to real experiences, holistic wellness, tailored guidance, and inclusive communities.

**Key Responsibilities**

• Manage both inbound and outbound member interactions via calls, emails, and written correspondence. - Resolve membership, billing, app, access, facility, contract, policy, and general service queries within stipulated service standards. - Utilize curiosity, active listening, and effective questioning to discern member needs, concerns, and behaviors before offering tailored solutions. - Address cancellation requests and retention opportunities by understanding member departure reasons, verifying correct information, and presenting relevant solutions. - Identify verbal, behavioral, and emotional cues during member interactions and adjust communication, questioning, and approach accordingly. - Leverage member insights and sound judgment to personalize conversations and solutions, rather than relying solely on scripted responses. - Employ a solution-oriented approach, structured call guidance, and effective objection handling to bolster member loyalty and minimize avoidable cancellations. - Present information, options, and choices clearly to empower members in making informed decisions. - Implement approved behavioral conversation principles and retention strategies to achieve positive member outcomes while ensuring transparent, fair, and compliant interactions. - Exhibit empathy, professionalism, and sound judgment when handling complaints, sensitive conversations, and members at risk of leaving.

**Required Experience and Background**

• Matric qualification or equivalent. - 1 - 3 years’ experience in contact centers, customer service, retentions, sales, or cancellations. - Proficiency in Customer Service and Retentions queues, campaigns, and products with adaptability to shifting business needs. - Clear English proficiency in speaking, reading, and writing. - Computer literacy with expertise in CRM, telephony, ticketing, and membership systems.

**Skills and Competencies**

• Exceptional communication, active listening, persuasion, and negotiation skills. - Strong customer focus, empathy, and the ability to build rapport and trust rapidly. - High curiosity and questioning skills to uncover underlying member needs, concerns, or motivations. - Capability to detect verbal, emotional, and situational cues during member interactions and respond appropriately. - Ability to listen attentively, interpret information, and adapt communication style and approach for each member and situation. - Strong critical thinking and problem-solving skills with the ability to assess information, identify root issues, and recommend suitable solutions. - Ability to explain information, options, and recommendations in a clear, simple, and easy-to-understand manner. - Ability to learn new concepts, understand their applications in various situations, and confidently implement them. - Skill in managing objections and influencing member decisions through effective questioning, relevant information, and personalized solutions. - Good judgment and decision-making skills to balance member needs, commercial outcomes, business policies, 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 outcome for both the member and the business. - Strong follow-through and ownership, ensuring agreed actions and commitments are completed. - Ability to multitask, navigate between different systems and communication channels accurately under pressure. - Strong focus on quality and compliance, ensuring accurate recording of member interactions, decisions, offers, and retention outcomes.

**Preferred Qualifications**

• Proactive approach and eagerness to find better ways of doing things. - Ability to work independently while being a supportive team player. - Familiarity with relevant computer programs, CRM software, ticketing tools, and telephone systems. - Previous experience with membership/contact center platforms such as Fresh, iTensity, Flexer, or similar is advantageous.