UK Customer Call Center Agent at Rentokil Initial South Africa

QUALIFICATIONS, EXPERIENCE & SKILLS

• Tertiary Education in a related field advantageous
• Minimum of 5 years experience in a similar role
• UK Customer Call Center experience essential
• Evidence of sufficient experience to demonstrate ability
• Strong values in customer service
• Good initiative and judgement skills
• Team player
• Customer Focus: excelling at customer service & able to build rapport
• Familiar with Data Protection Act
• Communication skills: both verbal and written including excellent telephone manner
• Ability to work in a hybrid environment

KEY WORK OUTPUTS and ACCOUNTABILITY

• Customer Service Complaint Handling Web & Chat Outbound Customer Feedback (Support)Performance Indicators
• Call Monitoring Scores
• Telephony Performance
• Volume of inbound calls handled
• Volume of outbound calls
• Average duration of calls
• Accuracy of log updates
• Complaints
• Customer Satisfaction
• Average speed to completion
• Call Monitoring Scores
• Speed of response to emails
• Email Response Accuracy
• Chat quality and responses
• Obtain scores for service provide and detailed feedback