Key Account Team Leader: Claremont-WC at Rentokil Initial South Africa

Requirements

Delivering Customer excellence

• Handle customer complaints (telephone calls, emails and On guard) in a positive and timely manner
• Customer account monitoring through OnGuard 
• Invoice queries 
• CCM Monitoring  
• Annual contract renewals in conjunction with Key Account Management Team & CRM’s
• Manage and maintain customer web sites. 
• Processing sales into iCABS system  
• Answer customer calls and raise CCM tickets to field colleagues.  
• Support robotics with new processes  
• Monitor Pest connect and raise tickets for any system notifications of pest activity. 
• Complete and maintain customer trackers.

Front Line Colleague Support 

• Monitor & maintain customer portals.
• Provide customer specification details.
• Organising work.
• Communicating goals.
• Connecting work to context.

Team management

• Monthly one to one appraisals
• Bi-annual performance appraisals
• Management of absence in line with Company Policies
• Management of training for new starters
• Monitoring of team calls
• Managing cover for absence team members
• Delegating tasks.
• Leading by example.
• Allocating and managing resources.
• Problem solving.
• Managing project progress.
• Attending customer meetings
• Updating KAM/Sales Colleague with job/contract numbers once in order to arrange works.
• Create and reset user details for field colleagues in customer portals.
• Check visit information.

Requirements:

Essential Skills: 

• Good numeracy & literacy skills. 
• Good IT skills, including an understanding of Microsoft packages. 
• Ability to use the internet. 
• Proven communication skills to both internal and external stakeholders. 
• Good eye for detail with a high level of accuracy. 
• Strong commitment to delivering customer excellence. 
• Strong organisation skills to effectively manage and prioritise workload. 
• Proven ability to work with diverse groups of people. 
• Ability to work within a team environment. 

Desirable Skills: 

• Environmental Services awareness - Pest/Hygiene/Washrooms/Medical/Ambius
• Previous experience in a customer focused role
• Experience in management of teams
• Empathy for others

Qualification:

• Matric
• Tertiary Qualification will be advantageous