Cape Town Region: Retentions Consultant posted by Virgin Active South Africa Pty Ltd

April 15, 2026 Jobs in Cape Peninsula

Virgin Active South Africa Pty Ltd

Western Cape

Customer service / support

Job Description

About the Role

As a Retentions Consultant at Virgin Active South Africa Pty Ltd, you will play a critical role in supporting members on their holistic wellness journey by ensuring their access to our luxury wellness environments remains uninterrupted. Your primary focus will be on proactively handling cancellation requests and engaging with members to understand their concerns and offer tailored solutions that encourage continued membership.

Key Responsibilities

Proactively handle cancellation requests via outbound/inbound calls and written correspondence.
Engage with members to understand their concerns and offer tailored solutions that encourage continued membership.
Apply strong objection-handling and negotiation skills to maximize retention outcomes.
Use structured call flows and in-house methodology to identify member needs and match them with appropriate offerings.
Deliver empathetic, professional service aligned with Virgin Active’s values: being inspiring, always improving, doing the right thing, and having fun.
Adapt quickly to different campaigns, products, and retention strategies as required by the business.
Maintain compliance with all regulatory, contractual, and quality standards.
Accurately document all member interactions, offers, and outcomes in line with POPI and internal systems.
Address member queries, feedback, and complaints promptly and professionally.

Requirements

Proven experience in retentions, sales, or customer service within a contact centre environment.
Ability to work across multiple campaigns, adapting quickly to changing business needs.
Excellent persuasion, negotiation, and communication skills.
High emotional intelligence with the ability to manage sensitive conversations effectively.
Strong problem-solving and decision-making abilities.
Resilience and adaptability in a fast-paced, target-driven environment.

Qualifications

Formal education/certifications (Bachelor’s, LLB, Matric, etc.) not specified.

Salary & Benefits

Not mentioned in the original job description.

View Job South Africa: Project Manager (POSM & Print) posted by Print Outsource International

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Customer service / support Jobs in Western Cape

The Western Cape is home to a diverse range of industries, which often require the expertise of customer service and support professionals. Typically, these roles are found across various sectors, including technology, finance, and manufacturing, where excellent communication skills and problem-solving abilities are highly valued. Generally, companies in these industries seek individuals who can provide high-quality customer experience, handle complaints effectively, and work collaboratively as part of a team.

In terms of salary, it is common for customer service and support roles to fall within the range of R400 000 to R700 000 per annum, although this can vary widely depending on factors such as the individual’s level of experience, the size of the company, and the industry sector. For example, those with more extensive experience or working in larger companies may earn higher salaries, while those in smaller organisations or entry-level positions may start at lower ends of the scale. It is essential to note that these are broad estimates, and actual salaries can differ significantly.

Common skills for customer service and support roles include excellent communication and interpersonal skills, a strong ability to work under pressure, and a positive attitude when dealing with difficult customers. Additionally, technical skills such as proficiency in CRM software or helpdesk tools are often required, as well as a basic understanding of computer systems and the internet. Other valuable skills include problem-solving abilities, attention to detail, and a willingness to learn and adapt.

In terms of industry sectors, customer service and support roles can be found in various industries, including financial services sector, technology industry, manufacturing sector, and more. Each sector has its unique set of challenges and opportunities, and those interested in pursuing a career in this field would do well to research the specific requirements and demands of each.

View Job Oudtshoorn: CENTRE MANAGER (RETAIL PROPERTY) - R 480,000 pa - OUDTSHOORN AREA, CPT posted by DO MORE Placements

For those looking to develop their careers in customer service and support, there are often numerous development opportunities available. Many companies invest heavily in training and upskilling programs for their employees, which can help individuals build new skills, advance in their roles, or transition into related fields. With dedication and hard work, it is possible to progress through the ranks and take on more senior responsibilities, such as leading customer service teams or moving into management positions.

This information provides general career guidance. Actual salaries and requirements vary by employer.

GO APPLY NOW

Safe & secure application process