Job Description

Your Purpose...

As a Central Winback Agent, you will be responsible for onboarding members by identifying their needs and providing tailored solutions that drive sales across various campaigns. You play a vital role in guiding members on their holistic wellness journey by ensuring uninterrupted access to our luxury wellness environments. Every interaction is an opportunity to inspire and empower members to take ownership of their wellness, while fostering a culture of trust, understanding, and transformation.

A day in the life of a

Central Winback Agent

...

Achieve monthly sales targets and conversion goals. Deliver exceptional member experiences in every interaction. Engage with prospects/members to understand their needs and offer appropriate solutions. Adapt quickly to different campaigns, products, and processes. Participate in ongoing training to stay updated with campaign requirements. Ensure compliance with all regulatory, contractual, and quality standards. Work flexible hours, including weekends and public holidays, as required. Be self-disciplined, plan effectively, and work independently. Maintain accurate tracking of potential prospects/members and follow manual processes where needed. Conduct thorough needs analyses to match prospects/member requirements with club offerings. Perform administrative tasks and additional duties such as mystery calls, confirmations and appointments. Generate leads and set appointments using both centrally generated and self-sourced contacts. Maximize opportunities by managing show ratios, gaining referrals, and converting inquiries into sales. Maintain strong relationships with members, colleagues, and support office staff. Stay informed about club events, member feedback, and sales & marketing campaigns. Attend relevant training sessions and complete monthly product training. Communicate professionally via email with excellent grammar and spelling. Be proficient in Microsoft Word, Excel, and Outlook. Understand club demographics to tailor messaging and campaigns effectively. Resolve prospect inquiries efficiently and accurately. Collaborate with your team to meet budget performance targets. Be accountable for achieving monthly KPIs.

We can't live without...

2-3 years as sales or retentions representative or similar sales role Proven sales experience, either in a contact centre or face-to-face environment. Excellent communication and negotiation skills. Resilience and adaptability in a fast-paced, target-driven environment. Willingness to work across different campaigns as required. Strong time management and organizational skills. A Matric certificate or equivalent qualification (tertiary qualification is advantageous). High levels of integrity, independence, and sound judgment. Exceptional accuracy and attention to detail. Ability to work under pressure and meet deadlines. Computer literacy, with proficiency in Word, Excel, and Outlook. Ability to write professional emails with excellent grammar and spelling. Commitment to ongoing learning, campaign adaptation, and compliance with all regulatory and quality standards. An ability to multitask, must be able to switch between multiple applications while helping members and switch channels frequently - from the phone to email Outstanding negotiation and persuasion skills with the ability to resolve issues and address complaints

We'd like you to have...

Customer-centric focus Must display empathy and the ability to build rapport Quality must be your key focus in delivering the result Must have excellent influencing skills Must be able to manage objection and be able to close calls Must be able to work independently
Must be a good team player and treat the team with respect

We'd love you to have...

Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems