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 Member Engagement and Retention

Company: Virgin Active South Africa (Pty) Ltd

Salary: Competitive, Market-Related

Job Type: Permanent

Sectors: Sales, Health, Fitness & Beauty

Reference: 207143

Vacancy Details

Employer: Virgin Active South Africa (Pty) Ltd

Our mission is to enhance lives through wellness, dedicated to fostering healthier, more fulfilling lives by creating a dedicated space for physical, mental, and social well-being. As a Specialist in Member Engagement and Retention, you will be pivotal in crafting seamless member experiences. You will assist members by addressing inquiries, managing complaints, handling cancellations and at-risk situations, and providing customized solutions that encourage sustained engagement in their wellness journey. Every interaction serves as a chance to build trust, meet member needs, uphold member value, and uphold Virgin Active’s commitment to genuine experiences, holistic wellness, tailored guidance, and community without constraints.

A day in the life of a Specialist in Member Engagement and Retention...

• Manage both inbound and outbound member communications via calls, emails, and written correspondence. - Address membership, billing, app, access, facility, contract, policy, and general service issues within established service standards. - Utilize curiosity, active listening, and effective questioning to comprehend member needs, concerns, and behavioral cues before recommending solutions. - Handle cancellation requests and identify retention opportunities by understanding members’ reasons for leaving, verifying information, and offering suitable solutions. - Recognize verbal, behavioral, and emotional cues during member interactions and tailor communication, questioning, and approach to each individual. - Leverage member insights and sound judgment to personalize conversations and solutions rather than relying solely on scripted responses. - Employ a solution-based approach, structured call guidance, and effective objection handling to foster member loyalty and minimize avoidable cancellations. - Present information, options, and choices in a clear and straightforward manner to empower members to make informed decisions. - Apply approved behavioral conversation principles and retention techniques to achieve positive member outcomes while maintaining fairness, transparency, and compliance. - Demonstrate empathy, professionalism, and sound judgment when dealing with complaints, sensitive conversations, and members at risk of leaving.

We require...

Qualifications and Background

• Matric qualification or equivalent. - 1-3 years’ experience in contact centers, customer service, retention, sales, or cancellations. - Proficiency in working across customer service and retention queues, campaigns, and products, with the ability to adapt quickly to evolving business needs. - Clear communication, reading, and writing skills in English. - Computer literacy with experience using CRM, telephony, ticketing, and membership systems.

Skills and Competencies

• Strong communication, active listening, persuasion, and negotiation skills. - High customer focus with empathy and a talent for building rapport and trust quickly. - Strong curiosity and questioning skills to identify underlying member needs, concerns, or motivations. - Ability to recognize and respond to verbal, emotional, and situational cues during member conversations. - Careful listening and information interpretation to adapt communication style and approach to individual members and situations. - Critical thinking and problem-solving skills to assess information, identify underlying issues, and recommend solutions. - Ability to explain information, options, and recommendations in a clear and understandable way. - Ability to learn and apply new concepts in different situations and put learning into practice confidently. - Skills to manage objections and influence member decisions through effective questioning, relevant information, and personalized solutions. - Good judgment and decision-making skills to balance member needs, commercial outcomes, business policy, and compliance. - High emotional intelligence and resilience in handling complaints, rejection, difficult conversations, and sensitive member situations. - Ability to professionally conclude conversations, confirm next steps, and strive for the best possible outcome for both members and the business. - Strong follow-through and ownership to ensure actions and commitments are completed. - Ability to multitask, navigate different systems and communication channels accurately under pressure. - Strong focus on quality and compliance, with accurate recording of member interactions, decisions, offers, and retention outcomes.

Additionally, we value...

• A proactive mindset and eagerness to continuously seek improvements. - 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 systems like Fresh, iTensity, Flexer, or similar membership/contact center platforms is advantageous.