Customer Experience and Member Retention Specialist

Virgin Active South Africa (Pty) Ltd Cape Town, Western Cape

Full-time Closes 31 Oct 2026 · 1 day left

Cape Town, Western Cape Full-time Closes 31 Oct 2026

This role is for a Customer Experience and Member Retention Specialist at Virgin Active in Cape Town. Virgin Active focuses on helping people live healthier, happier lives through fitness, wellness, and community. As part of the Contact Centre team, you will ensure members have positive experiences and remain engaged with their wellness journey.

Key Responsibilities:
- Handle incoming and outgoing member interactions via calls, emails, and written communication.
- Resolve membership-related queries, billing issues, app/access problems, and contract concerns.
- Use strong communication skills to understand member needs and provide personalized solutions.
- Manage cancellation requests by identifying reasons for member churn and offering retention solutions.
- Reduce avoidable cancellations through structured call guidance and objection handling.
- Handle complaints, sensitive conversations, and at-risk members with empathy and professionalism.

Requirements:
- Matric qualification or equivalent.
- 1-3 years of experience in contact centers, customer service, retention, sales, or cancellations.
- Strong communication, active listening, persuasion, and negotiation skills.
- Ability to build rapport, show empathy, and solve problems critically.
- Computer literacy, including CRM systems, telephony tools, and membership platforms.

Benefits:
- Permanent, full-time position in Cape Town.
- Opportunity to work in a dynamic wellness-focused environment.
- Develop skills in customer service, retention strategies, and problem-solving.