1 x Customer Support Adviser - Western Cape at Rentokil Initial South Africa

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.