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  • Posted: Mar 9, 2022
    Deadline: Not specified
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    With 90 years of international experience, and nearly 50 years of local expertise in the South African market, Rentokil Initial provides services that protect people and enhance lives. We protect people from the dangers of pest-borne disease and the risk of illness from cross contamination caused by poor hygiene. We enhance lives with services that protect ...
    Read more about this company

     

    Customer Support Advisor

    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.

    Key Accountability:

    • 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 and Competencies:

    • 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

    Method of Application

    Interested and qualified? Go to Rentokil Initial South Africa on jobs.workable.com to apply

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