1 x Customer Support Advisor - Western Cape, South Africa
Rentokil Initial:
Rentokil Initial is a Global services company employing over 35,000 colleagues across 70 countries. The Company is at the cutting edge of technology and innovation as it strives to protect people and enhance lives, by controlling pests, improving hygiene and improving interior spaces with plants and scenting.
We are experts in the fields we operate in, investing in training, science, innovation and technology, and affording our employees Opportunities for Growth and Development
Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues.
We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.
Find out more on careers.rentokil-initial.com
Our family of businesses:
Rentokil Pest Control is the world’s leading commercial pest control company who provide quality, diligent and friendly services to all our customers.
We operate in over 65 countries and we are ranked in the top 3 in 63 of those.
We are highly innovative and have leading technical and scientific expertise and our customers look to us for our knowledge and integrity.
Although we don’t provide the most luxurious of services, this is certainly essential for all of our customers, and to make sure service happens.
Initial Hygiene is the world’s leading hygiene services company who provide quality, diligent and friendly services to all our customers. We operate in over 40 countries and we are ranked in the top 3 in 38 of those. We produce high quality, tailored hygiene product ranges for washrooms - across all sectors and industries where our customers look to us for our knowledge and integrity
Ambius is the world leader in providing interior landscaping services for a range of customers from boutique hotels, to shopping centres. We use planting, scenting, flowers, artwork and exterior landscaping maintenance to improve the environment for the benefit of the customer and their employees. Ambius is a global brand across North America, Europe South Africa and Australia.
Requirements
Support and provide superior customer care service via phones, whatsApp and web enquiries to handle and resolve complaints, provide information in response to inquiries, both inbound and outbound.- answer calls professionally
- provide personalised customer service of the highest level
- respond to customer inquiries or questions
- handle and resolve customer complaints
- provide customers with product and service information
- build customer’s interest in the services and products offered by RISA
- data entry and maintenance of customer/potential customer database
- identify and escalate priority issues
- route calls to appropriate resource
- follow up customer calls where necessary
- handle residential job sales from quote to sale and process
- conduct telephonic customer satisfaction surveys to establish Net Promoter Score
- accurately record survey data and compile daily reports, including de-duplication of call samples
Skills
- questioning and listening skills that support effective telephone communication
- use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
- understand the impact of attitude in handling calls professionally
- effectively deal with job stress, angry callers, and upset customers
- use the most appropriate way to communicate with different behaviour types on the telephone
- apply the elements of building positive rapport with different types of customers over the phone
- apply the proper telephone etiquette to satisfy various customer situations
- apply appropriate actions to effectively control a telephone call
- meet commitments to customers
- display time flexibility towards shifts as per work floor requirements
- ability to probe/question
- well spoken, excellent telephone manner
- good proficiency and navigation skills around a PC
- excellent keyboard skills - must be able to type while talking
- attention to detail, accuracy in recording data/responses
- knowledge of administration and clerical processes
- ability to treat people with respect under all circumstances, instil trust in others besides upholding the values of the company.
- ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
- punctuality
- high level of motivation
- ability to work well as part of a team
- good attendance record
Qualifications and Experience
- Matric certificate or equivalent
- Experience in administration imperative
- Experience in Sales / Customer Service
- Experience in a Contact Centre environment
- Bilingual in English and Afrikaans
- Computer literate - MS Office
- Above average Excel Skills
- Above average numeracy skills
- Must have a strong sales background (Target Driven), Contact centre experience 2 yrs and above (Sales & Customer Service), work in a high pressure environment with attention to detail.
- A team player, able to work as part of a dynamic team as well as individually.
Benefits
Are you interested? Here's what you can expect when you join us...
A number of benefits including:
- Subsidised Medical Insurance, Risk and Retirement funding
Employment Equity
Rentokil Initial believes in diversity and thus offers all employees opportunities and avoids discrimination in compliance with the Employment Equity Act. Our selection process will therefore give preference to suitably qualified Employment Equity candidates in order to to achieve our Employment Equity numerical targets.
Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!