Property Customer Service Senior Agent UK - Claremont: WC at Rentokil Initial South Africa

Requirements

A vacancy has arisen for 1 x Contact Center Agent UK

• Rentokil Initial is a FTSE 100 Group with a small company feel. We are not your typical Call Centre - we want our staff enjoy working here and you will find our people to be honest, approachable and outwardly friendly.
• You will be a key member of the contact centre team, responsible for ensuring our agents provide world-class levels of service. 
• You will be responsible for evaluating agent performance, conducting regular coaching sessions, and identifying training needs across our bookings team. You will be the ultimate champion for agent success, providing the feedback, tools, and strategic support needed to help our team confidently resolve customer queries and hit their performance targets at the first point of call.

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

KEY WORK OUTPUTS and ACCOUNTABILITY

• Using our inhouse systems to record all customer enquiries
• Inbound and Outbound communication from potential new customers ( Booking surveys from all methods of contact. (Calls, emails, web chats etc) 
• Working with the customer and operations to book in best date/time for property surveys
• Explaining the survey process, the benefits of using our business and taking payments for the survey fees at time of booking.
• Working towards agreed individual and team targets that result in bonuses for strong performance
• Providing excellent service, going above and beyond customer’s expectations on every single call
• Communicating effectively with customers, the field and other departments in order to resolve queries.

SKILLS and COMPETENCIES

• Ideally will have experience working in a fast paced call centre or customer service environment
• Minimum 3 year´s sales/customer service/lead generating/appointment setting experience where upselling is a KPI
• Minimum 1 year experience analyzing performance trends, conducting targeted coaching sessions, and
• supporting leadership in reaching department targets.
• Experience in moving underperforming agents up to meeting standard KPIs using various coaching methods
• Strong communication skills both oral and written
• Consistent achiever who is motivated to achieve targets
• Experience of dealing with people over the telephone
• Good Listening skills
• Computer literate with a good typing speed and someone who is comfortable using multiple systems
• Confidence in taking the lead in conversations, guiding warm prospects naturally into scheduling a survey
• Ability to work from home, this includes a dedicated workspace with suitable internet connection

QUALIFICATIONS & EXPERIENCE

• Grade 12
• 2-3 years of  Contact Center senior experience