Agent, Reactive Retentions

To provide comprehensive and accurate investigation, diagnosis and resolution on end-to-end escalated service requests, queries and complaints raised by customers and/or Business partners within the agreed turnaround times and against world class operations standards. Ensure ongoing feedback is provided until finalisation, maintaining a positive client experience, retain client satisfaction and minimise risk and losses to SBG.

Type of Qualification: Diploma
Field of Study: Business Commerce

Experience Required
Service Management
Operations
3-4 years
Client relationship experience, resolving client services issues and complaints with demonstrated ability to interact and collaborate across multiple internal stakeholders.

3-4 years
Experience in General client services and / or support capability with proficient technical experience.

Behavioural Competencies:

• Developing Expertise
• Documenting Facts
• Embracing Change
• Examining Information
• Interacting with People
• Interpreting Data
• Making Decisions
• Managing Tasks
• Producing Output
• Resolving Conflict
• Thinking Positively
• Upholding Standards

Technical Competencies:

• Active Listening
• Client Relationship Management
• Client Servicing
• Collaboration
• Continuous Improvement
• Creative Problem Solving
• Operations Commercial Acumen
• Query Resolution