What the job is

This is a full-time position for a Retentions Consultant at Virgin Active South Africa, based in Cape Town, Western Cape. The company focuses on improving people’s lives through wellness, and this role helps members continue their wellness journey by keeping their access to Virgin Active’s facilities.

What you will do

You will handle calls and messages from members who want to cancel their memberships. You will talk to them to understand their concerns and offer solutions to keep them as members. You will use strong negotiation and problem-solving skills to persuade them to stay. You will follow set procedures to match their needs with the right services. You will also document all interactions accurately and work with other teams to meet business goals and reduce member cancellations.

What you need

You need experience in sales, customer service, or retentions, preferably in a call center. You must have excellent communication, persuasion, and negotiation skills. You should be able to handle sensitive conversations with empathy and solve problems effectively. You must be resilient, adaptable, and focused on keeping members loyal. Knowledge of CRM software and telephone systems is a plus.

What you will get

This is a permanent position offering the chance to work in a dynamic environment focused on health, wellness, and fitness. You will be part of a team that values trust, improvement, and fun while helping people stay committed to their wellness goals.