Agent, Reactive Retentions

About the role

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

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