Retention Official – Outbound Sales and Customer Service

About the role

The Retention Official will deliver outbound telephone‑based sales and service, working closely with product, workplace banking and branch teams to maximise customer satisfaction and achieve telesales targets.

Key responsibilities

• Tele‑sell a range of consumer assets and liabilities products to new and existing customers, following set procedures.
• Handle customer queries, complaints and feedback, escalating when necessary to ensure compliance and optimal outcomes.
• Identify complex or non‑standard customer needs and refer them to specialist colleagues.
• Provide periodic performance metrics and contribute to team goals and operational risk mitigation.

Required profile

• At least 1 year of sales/service experience in a call‑centre or customer‑facing role.
• Good knowledge of Absa Africa products, financial services industry offerings and relevant regulations.
• Strong telephone etiquette, ability to influence, negotiate and overcome objections.
• Motivated, target‑driven and able to prioritize workload in a high‑pressure environment.

Required skills

• Excellent verbal communication skills.
• Proficiency in using call‑centre systems and basic reporting tools.