1 X UK & 1 x Ireland Customer Service Agents

Rentokil Initial; Cape Town; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A leading global service company is looking for a Customer Service Agent. In this role, you’ll be the first point of contact for customers and ensure high-quality service through your understanding of the company's offerings. Ideal candidates will have at least 5 years of experience, preferably in a UK customer call center, combined with strong communication skills. The position offers a hybrid work environment and opportunities for professional development.

Benefits

Hybrid Working

Qualifications

• Minimum of 5 years experience in a similar role.
• UK Customer Call Center experience essential.
• Familiar with Data Protection Act.

Responsibilities

• Provide professional customer service to clients.
• Handle customer service complaint effectively.
• Monitor call handling performance and satisfaction.

Skills

Customer Focus

Communication skills

Team player

Judgment skills

Initiative

Education

Tertiary Education in a related field

Job description

Rentokil Initial

Rentokil Initial is a Global services company employing over 45,000 colleagues across 84 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 92 of the top 100 cities.

Initial Hygiene is the world’s leading hygiene services company who provide quality, diligent and friendly services to all our customers. 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.

We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in country.

You would be supporting the business in the UK

Requirements

A vacancies has arisen for 1 x UK & 1 x Ireland Customer Service Agents.

The purpose of this role is to be the first point of contact for all new, prospective and existing customers. You will provide professional customer service through your learnt understanding of business services, products and procedures, accurately managing the client’s expectation for the next steps. Wherever possible you will oblige the client’s request and resolve as many issues as possible for the first time.

Do you have what it takes? If you want to be considered for this role you will need:

QUALIFICATIONS, EXPERIENCE & SKILLS

• Tertiary Education in a related field advantageous
• Minimum of 5 years experience in a similar role
• UK Customer Call Center experience essential
• Evidence of sufficient experience to demonstrate ability
• Strong values in customer service
• Good initiative and judgement skills
• Team player
• Customer Focus: excelling at customer service & able to build rapport
• Familiar with Data Protection Act
• Communication skills: both verbal and written including excellent telephone manner
• Ability to work in a hybrid environment

KEY WORK OUTPUTS and ACCOUNTABILITY

• Customer Service Complaint Handling
  • Web & Chat Outbound Customer Feedback (Support) Performance Indicators
• Call Monitoring Scores
  • Telephony Performance
  • Volume of inbound calls handled
  • Volume of outbound calls
  • Average duration of calls
• Accuracy of log updates
• Complaints
• Customer Satisfaction
• Average speed to completion
• Call Monitoring scores
• Speed of response to emails
• Email Response accuracy
• Chat quality and responses
• Obtain scores for service provision and detailed feedback

Benefits

• Hybrid Working

Equal Opportunity

Rentokil Initial is committed to achieving Diversity and Equity across the business.

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!