Retention Agent
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Duties & Responsibilities
Retention Agent – Trading
Location: Sandton, Johannesburg
Purpose of the Role
The Retention Agent will be responsible for maintaining and strengthening relationships with existing clients within a trading environment. The role focuses on client engagement, retention, reactivation, account activity and identifying opportunities to increase client value. The successful candidate should be target-driven, commercially focused and comfortable engaging with clients telephonically and through digital communication channels.
Key Responsibilities
- Manage and maintain relationships with existing trading clients.
- Contact active and inactive clients to encourage continued engagement and account activity.
- Sales/Account Management experience.
- Good customer relationship building
- Strong communication skillsets
- Conduct outbound calls and follow up consistently with assigned clients and leads.
- Identify opportunities for upselling and increasing client engagement.
- Handle client objections professionally and provide appropriate solutions.
- Assist clients with general account, platform and trading-related queries.
- Educate clients on available trading products, services, platform features and promotions.
- Monitor client activity and identify clients who may be at risk of becoming inactive.
- Maintain accurate records of calls, interactions and follow-ups on the Customer Relationship Management (CRM) system.
- Work towards daily, weekly and monthly retention and performance targets.
- Maintain a high standard of customer service and relationship management.
- Collaborate with sales, customer service and other internal teams when required.
- Follow company policies, regulatory requirements and compliance procedures.
Minimum Requirements
- Previous experience as a Retention Agent, Retention Specialist, Account Manager or similar client-facing role.
- Experience within a trading, forex, financial services, fintech or related environment would be advantageous.
- Strong outbound calling and client engagement experience.
- Proven ability to work towards retention, sales and Key Performance Indicator (KPI) targets.
- Strong negotiation, persuasion and objection-handling skills.
- Excellent verbal and written communication skills.
- Good customer relationship management skills.
- Experience using CRM systems.
- Ability to work in a fast-paced, target-driven environment.
- Good computer literacy and administrative skills.
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