We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in the country. You would be supporting the business in EAST AFRICA – Nairobi Kenya in Support service Department
Key Responsibilities and Duties:
Receive customer enquiries from all platforms as per SLA’s for all East Africa Countries
Raise relevant tickets on the CCM, allocate each ticket to the relevant person for action, responsible for CCM being updated at all times at individual enquiry level (Sales DNA 90%)
Track and monitor all incoming enquiries via the web / telephone, all enquiries should be actioned within agreed
SLA’s, Follow up to ensure resolution of customer enquiries with key stakeholders
Keep records of customer interactions, process customer accounts and file documents. When necessary, compile documents and reports and forward information to interested parties.
Provide accurate, verifiable, valid and complete information in the right form and on the right platforms.
Follow communication procedures, guidelines and policies. Go the extra mile to engage customers.
Maintain updated knowledge of the organization’s products, services, and customer service policies
Carry out Happy Customer Call (HPC) for Kenya, Tanzania & Uganda. All customer enquiries received must receive a HPC – survey to be completed for each enquiry received (Customer’s RI Sales Experience)
Escalate all issues that cannot be resolved on First Contact Resolution (FCR), follow-up on a resolution and closure.
Engage and build customer loyalty, establish and maintain good rapport with customers by using positive language and anticipating their needs.
Build sustainable relationships of trust through open and interactive communication.
Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
Interface with internal stakeholders to ensure an effective resolution process for customers/stakeholders.
Gather and Input Data: you will be tasked to gather and maintain a wide array of data-related business processes and reporting. This may involve both entering information into existing databases and where possible with guidance suggesting new processes to accurately input and store critical data. To this end you will be able to access and run required reports from the Company business systems as may be required within assigned access rights
Analyze Information: You will take an active role in data analysis and interpretation where required. This may include analyzing customer data, productivity, and financial data. You will need to exercise sound judgment while analyzing and interpreting data to ensure a high level of accuracy, timeliness, and usefulness of the same
Prepare Reports: You will receive operational data from Sales & operations and clearly analyze, sense check and present it as required, this may include productivity and activity tracking reports
Design Data Management and Reporting Tools; You may be required to play a direct role in designing and developing reporting tools where needed.
Ad Hoc admin duties, as and when required by Managing Director / Marketing Officer & EA Senior Management
Requirements
Academic Qualifications
Relevant qualification / degree Administration related degree
Numerate / Analytical
Proficient in CRM system and practices
Good level of Literacy
Knowledge and Experience
Strong IT Skills (GSuite / MS Office) Good Presentation Skills
Clear communication skills (English – verbal & written) Excellent Telephone Manner
Good administration skills
Personal Qualities and Behavioural Traits
Resilient Engaging
Self confident Inquisitive
Positive attitude Displays sense of humour
Ability to remain calm and polite in stressful situations Ability to Prioritize
Takes pride in their work Adaptable
Natural problem solver Good time management
Able to work unsupervised
Willing to undergo training Looking to develop a career path
Willing to undertake ongoing development
Genuinely excited to help customers
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