Customer Care Representative

2 months ago

Nairobi, Nairobi Area, Kenya Rentokil Initial Full time
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.

Summary


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 and handle customer complaints, provide appropriate solutions and alternatives within the set time limits;

Raise relevant tickets on the complaints management system, allocate each ticket to the relevant person for resolution, and keep CCM updated at all times.

Follow up to ensure resolution of queries, and update CCM appropriately within agreed turnaround times.,
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.
Work with Service Programmers, Credit Controllers & Department heads in all aspects of Customer Suspension management as per agreed processes & timescales
Maintain updated knowledge of the organization's products, services, and customer service policies
Carry out Customer Voice Counts surveys (CVC) for Kenya, Tanzania & Uganda. Ensure that Net Promoter Score (NPS) outbound call KPIs are achieved each month
Track and monitor all incoming enquiries via the web / telephone, all enquiries should be actioned within agreed SLA's
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.
Identify accounts that are potentially at risk and escalate the information accordingly.
Manage all internal Alerts from field colleagues, follow up on unconverted lead enquiries and ensure that actions are taken and alerts are closed as per agreed SLA's
Undertake Happy Customer Calls for all new customers within the first month after the first service, and maintain a report
in the expected format that shall be reviewed monthly

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 service & 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 the Operations Officer

Requirements

Relevant qualification / degree Administration related degree
Numerate
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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