1 X Customer Care Administrator: Claremont-WC

About Us:

The purpose of this role is to increase sales volumes of residential pest enquiries received in the Customer

Care Department by ensuring all residential pest enquiries are maximized through handling the entire

administration process after telephonic quote done by Customer Care Consultants and selling residential

pest jobs over the telephone where appropriate, along with conducting customer satisfaction surveys with a

set amount of existing clientele telephonically, thereby ensuring an excellent customer care experience for

all existing and potential customers. The purpose of this role further supports the handling of any

administration processes or customer requests required within the Customer Care Department from time to

time to ensure Service Level Agreements are reached.

Requirements:
PRINCIPAL DUTIES & RESPONSIBILITIES:

provide personalised customer service of the highest level

● conduct customer satisfaction surveys to establish NPS scores

● accurately record survey data and compile daily reports, including de-duplication of call samples

● 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 data bases

● identify and escalate priority issues

● follow up customer calls where necessary

● handle the entire administration process of residential pest jobs

● follow up with customers on submitted residential pest quotes

● ensure residential pest appointments are correctly set up with all required supporting documentation

provided to the servicing branch

● liaise with branches daily on residential appointments booked to ensure appointments met by

technicians

● accurately record and update residential pest prospect registers

SKILLS and COMPETENCIES:

• Punctuality
• High level of motivation
• Ability to work well as part of a team
• Good attendance record
• 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

QUALIFICATIONS and EXPERIENCE

Grade 12

Bi Lingual: English/Afrikaans

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.

Benefits:
Benefits including:

• Competitive Salary.
• Company contribution to Medical Aid and Pension / Provident Fund
• Opportunity for Growth and Development

Employment Equity

Rentokil Initial believes in diversity and thus offers all employees opportunities and avoids discrimination in compliance with the Employment Equity Act. Our selection process will therefore give preference to suitably qualified Employment Equity candidates in order to to achieve our Employment Equity numerical targets.