Customer Service Representative

1 week ago

Pasig, National Capital Region, Philippines Rentokil Pest Control South Africa Full time
Company Overview

Rentokil Initial is an international business services company with a presence across 90 countries. We employ over 62,900 colleagues worldwide and strive to protect people and enhance lives through our services.

Job Description

The ideal candidate will have excellent communication and customer relation skills, as well as the ability to multitask, prioritize, and manage time effectively. This role involves sales and service efficiency, administration, customer development, and collection/credit management.

Responsibilities:
  1. Sales / Service Efficiency:
  • Achieve monthly Key Performance Index (KPI) and Sales targets
  • Act and prevent contract terminations and ensure customer contract retention
  • Monitor, evaluate and ensure customer service satisfaction
  • Act on changing customer needs, market conditions and competitor activity with speed and quality
  • Conduct complete survey; ensure pertinent details are clearly stated.
  • Sell according to the prescribed pricing as per the price list and discount structure or as approved by the management.
  • Comply to all processes and procedures, quality standards
  • Use appropriate sales kits and sell professionally.
Administration and Policy Directive:
  • Ensure all required documents/paper works for contract renewal and up-selling businesses are complete and accurate and in accordance with SOP.
  • Drive SHE policy compliance and zero tolerance policy. Achieve LTAR target set for the year for both Pest Control & Hygiene
  • Attend regular meetings to address issues and concerns, performance review and weekly updates.
  • Maintain accurate records and submit on time all reports and documents as required by management.
  • Attend to other work related duties as may be assigned to you from time to time.
Customer Development:
  • Ensure all Customer complaints & inquiries are acted as a matter of urgency and importance following the company SOPs and 2/24 promise.
  • Conduct regular face to face customer visit to maintain good business relationship and thus improve customer retention.
  • Act on potential sales and collection opportunities to help generate additional new business, up-selling and improve collection.
  • Attend required trainings, meetings, conferences and other official company functions necessary for business growth, government legislation compliance and customers' requirement.
  • Ensure satisfactory after sales service is provided to clients and provide regular communications between the client and team, to provide strong team representation to meet the customer's expectations.
  • To attend to all enquiries from prospects and existing customers.
  • Act on customer needs and goals within the organization to ensure quality delivery of the agreed solutions and services
  • Build rapport with customer and develop additional and repeat business
  • Execute of the Customer Contact Strategy for the purpose of customer satisfaction and retention.
Collection / Credit Management:
  • To assist with the collection of debts and credit issues.
  • To manage the wellness of the customer's account in ensuring good credit status and liaise with the credit controllers on effective cash collection to customers.

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