Retention Official – Outbound Sales & Customer Service

About the role

The Retention Official will deliver effective outbound telephone‑based sales and servicing, 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, following set procedures to meet customer needs and sales goals.
• Handle customer queries, complaints and feedback, escalating when necessary to ensure compliance with regulations and Absa policies.
• Identify complex or non‑standard customer requirements and refer them to specialist colleagues.
• Provide periodic management information on telesales performance and contribute to team objectives.

Required profile

• At least 1 year of experience in a call‑centre or customer‑facing sales role.
• Minimum diploma or equivalent in a business‑related field.
• Strong telephone etiquette, persuasive communication and ability to overcome objections.
• Motivated to work in a highly targeted environment and prioritize workloads effectively.

Required skills

• Excellent verbal communication (inbound and outbound).
• Good analytical and numerical skills for performance tracking.
• Proficiency with PC applications and report writing.
• Knowledge of retail banking products and KYC compliance.