Agent, Reactive Retentions
Posted 2 days ago
Job Description
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.
Qualifications
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.
Additional Information
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
Other open roles at Standard Bank Group(6)
The Standard Bank group is a leading financial services provider that supports Africa’s growth and development.
Key team members
Jason Marsden
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