Job Description

Duties & Responsibilities
To always do your bit towards achieving our Vision of being The World’s Most Loved Exercise Brands to live and role-model our Values of Do the right thing, Have Fun, Inspiring People, Innovating; and to bring to life our People Promise of Be Yourself and Go Together, Work Hard and Dream Big!
Our Customer Service Agent role is to provide effective customer service to all internal and external customers telephonically or via written correspondence
Captures all data relevant to the call or service intervention efficiently and accurately
Adheres to all business Policies, Procedures and Processes
Resolves all customer queries within the agreed SLA for the department
Liaise and coordinate with internal and external stakeholders
To offer a solution-based approach to all customer interactions tailored to the needs of the individual member
To respond to all members in the Virgin Way, always providing heartfelt service and seeking opportunities to delightfully surprise our members
Ensures follow-up action is completed when necessary and provides feedback to the member, ensuring the full query is resolved
Always communicate in a professional manner to ensure you achieve the best outcome for the business and members • Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered
Dealing with member queries and complaints on all levels in a competent, efficient, and professional way, in accordance with the quality and performance standard. All dealings with members must be in alignment with the company culture and values

Skills Required