- Company
- Virgin Active South Africa
- Location
- Cape Town, Western Cape
- Job type
- Permanent
- Minimum qualification
- Matric (Grade 12) or equivalent
- Reference
- 210203
- Closing date
- 30 November 2026 (21 days left)
About this role
Virgin Active South Africa is hiring a Retentions Agent in Cape Town. The job is to keep members who have cancelled, or asked to cancel, their gym and wellness membership. You will work to the company’s retention strategy.
What you’ll do
- Handle cancellation requests by phone, both calls you make and calls you receive, and in writing.
- Find out why members want to leave and offer solutions that suit them.
- Use structured call flows and the company’s own method to match members with the right products and offers.
- Answer member questions, feedback and complaints quickly and politely.
- Record every interaction, offer and outcome accurately, following POPI and internal systems.
- Switch between campaigns, products and retention strategies as the business changes, and help meet targets for reducing cancellations.
What you need
- Matric (Grade 12) or an equivalent qualification.
- Up to 3 years of experience in retentions, sales or customer service, ideally in a contact centre.
- Good persuasion, negotiation and communication skills.
- Strong emotional intelligence and the ability to handle sensitive conversations.
- Accurate record keeping and attention to detail.
- Ability to stay calm under pressure, especially during busy periods or system problems.
- Comfort with new systems and technology (digital fluency).
- Cultural awareness, active listening and empathy. These are listed as core skills.
Is this job for you?
This job suits someone who enjoys talking to people and finding solutions. You should be patient, calm and comfortable with changing campaigns. If you have some contact centre or sales experience and want to work in the fitness and wellness industry, this role could be a good fit.
Tips before you apply
- Have your matric certificate and a current CV ready. Include any contact centre, sales or customer service experience with dates.
- Give clear examples of times you saved a customer or resolved a complaint. Explain what you did and what the result was.
- Show your typing and computer skills, and mention any CRM or call centre systems you have used.
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Before you apply
- Tailor your CV for this Retentions Agent role with our free AI CV builder.
- Write a matching cover letter in two minutes.
- Practise common interview questions so you're ready if they call.
Source: Virgin Active South Africa's official vacancy page (view original). EmploymentHub is not the employer and does not handle applications.
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