Babi Coba
Customer Service and Retention Specialist
About
Customer Service and Retention Specialist with over 5 years of experience in customer support, customer retention, restaurant partner support, billing, technical support, and escalations management. Proven track record of improving customer satisfaction, reducing escalations, and delivering exceptional service in high-volume environments. Experienced in coaching and supporting colleagues, collaborating with leadership teams, and acting as a trusted second-in-command.
Experience
Retention Agent - Concentrix (Sage)
(2026-01)
- Engage with customers considering cancellation and identify retention opportunities.
- Handle objections and negotiate retention solutions.
- Meet customer experience, quality and compliance targets.
- Maintain accurate customer records and documentation.
- Handling customer complaints.
- Assisting team leaders with escalations.
- Coaching and mentoring colleagues.
- Working closely with management to resolve complex cases.
- Handling complex billing queries.
Restaurant Support Agent - Takealot Group (Mr D)
(2025-07 - 2025-09)
- Supported restaurant partners with operational, order and menu-related queries.
- Investigated and resolved platform and service-related issues.
- Managed inbound and outbound communications with restaurant partners.
- Escalated complex cases and ensured timely resolution.
- Up-skilled and assigned to a specific skill and tasks.
- Working from home.
Online Shopping Assistant - Takealot Group (Mr D)
(2024-08 - 2025-06)
- Resolved order, delivery, payment and account-related queries.
- Handled escalations and customer complaints.
- Collaborated with internal teams to resolve customer concerns.
- Maintained high customer service standards in a fast-paced environment.
- Working from home.
Technical Support Agent - CallForce (Vodacom)
(2024-03 - 2024-07)
- Provided billing and technical support.
- Managed customer callbacks and escalations.
- Delivered first-call resolution where possible.
- Diagnosed faults and provided troubleshooting assistance.
- Helped with router replacements.
- Escalated complex issues.
- Working from home.
Technical Support Representative - Merchants SA (iiNet)
(2022-09 - 2023-07)
- Provided billing and technical support via phone, email and chat.
- Managed customer callbacks and escalations.
- Delivered first-call resolution where possible.
- Diagnosed faults and provided troubleshooting assistance.
- Managed support tickets and customer communications.
- Helped with router replacements.
- Escalated complex issues.
- Working from home.
Education
Advanced Diploma - Management - Regent Business School
National Diploma - Retail Business Management
