Retention Agent

9 hours ago

Gauteng, South Africa Moving Heads Personnel Full-time

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.