Customer Retention Specialist

Initial Washroom Hygiene - Customer Retention Specialist

Join Our Team and Make a Difference!

We're currently seeking a Customer Retention Specialist to join our dedicated team, based out of our Naas Office. If you enjoy having the freedom to plan your own day and solving unique customer problems, this could be the perfect opportunity for you!

Why join Rentokil Initial?

• Competitive Salary Package: Start with a basic salary of €31,800 per annum, with an increase once fully trained.
• Work-Life Balance: Full-time, permanent role, Monday to Friday (39 hr week)
• Industry-Leading Training: Receive top-notch training where you will be enrolled in our sales academy

The key responsibilities:

Customer Management

• To achieve Gross Sales (Contracts, Jobs & Products)
• To monitor existing customer’s portfolio & contracts to ensure the fulfilment of customer’s evolving needs and satisfaction - Customer Satisfaction is our first priority
• To manage the customers, ensuring their satisfaction and in return company will enjoy long term relationship with customers
• Review & redefine tactics quarterly or whenever possible to ensure value-for-money services for customers and the required margin of profits for the company
• To review existing customer’ contracts to ensure that there is ample time to strategize on the proposal for the renewal, to come up with selling proposition while ensuring added value services to the customers
• Respond to and save terminations, pulling any required resources together to achieve retention
• To help the team to achieve the agreed team sales target (in terms of contract retentions and up-selling figures)
• To assure self motivation in contributing to the sales process to ensure Customer Care is a shared and valued principle across the whole team
• Where significant success is achieved in any aspect to customer management, share this practice and experience with senior management, so as to facilitate the transfer of best practice across the business
• Deal with customers’ complaints as a matter of urgency in accordance with company policy.

Sales Related Activities

• Attend to all enquiries from existing customers, especially those pertaining to contract renewals and up-selling
• To make pro-active calls and visits to existing customers
• Contract renewals and up selling proposals, to ensure the offers to customers are according to the prescribed pricing as per the price list and discount structure or as approved by management
• Monitor competitor tactics and develop countermeasures
• To understand the functions of other departments to facilitate information and acknowledge flow
• To ensure that all process and procedures are complied with, quality standards are met and that sales are viable

Administration

• Attend to all terminations, complaints, inquiries, orders and other sales document (on relation to contract renewal) expediently
• To execute day to day sales activities, including proposal, service agreement, prospecting, market development, handling complaints and termination calls
• Provide written reports accurately and on time

Care of Assets

• To ensure proper use, maintenance and security of the company’s premises, vehicles, equipment, monies and other property that are entrusted to you for work purpose

Credit Management

• To be fully aware that cash collection is an important KPI to achieve, therefore ensuring the DSO targets are achieved consistently across the customer base
• Where required, be actively involved with customers to ensure credit is kept within the targeted guidelines of the business
• To assist with the collection of debts and credit issues
• To ensure that all monetary collection shall be returned to the company no later than two days
• To manage the wellness of customer’s account in ensuring good credit status and liaise with the credit controllers on effective cash collection to customers

Risk Management

• Develop and put forward ideas to your immediate superiors which may improve the conduct of our business
• RI Statement of Principles (see annex 6.3) applies internally and externally when representing RI

Customer Care Service

• To deliver outstanding customer care service through CRM and Contact strategy
• T0 monitor, evaluate and ensure that customers receive the stated benefits
• Ensure satisfactory after sales service is provided to customers and provide regular communications between the customer and team, to provide strong team representation to meet the customer’s expectations
• To be in charge of speed and quality of response to changing customer needs, market conditions and competitor activity is critical to our success
• To ensure that customer issues are dealt with in an efficient manner, informing the branch management of any problems that may arise
• To understand and satisfy customer needs
• To work closely with Customer Development managers and other Customer Development team members on customer solutions, leverages on local business team to develop strategic approaches for key customers
• To work with the Marketing team for channel activations / solutions for the area of responsibility
• Support the service team by providing customer feedback
• Develop good customer relationships

Requirements:
Requirements:

• Self-motivated and target-driven
• Excellent problem solver
• Demonstrate excellent customer service and communication skills.
• Background in customer service, retail or sales is advantageous as you will be expected to work with customers regularly

Benefits:
Benefits:

• Salary grading system - linked to performance for those colleagues who are keen to develop their careers within our business
• Our Employee Assistance Programme (EAP) - which is FREE to access and available 24 hours a day, 7 days a week to you as well as your family and friends.
• Refer a Friend - to work for Rentokil Initial (and earn up to €1,000)

A Company Putting “People First”

Rentokil Initial (FTSE100) is one of the largest business services companies in the world, operating in over 90 countries and providing services that protect people and enhance lives. Rentokil is the world’s leading commercial pest control services provider, Initial is the world’s leading commercial hygiene services provider and its Ambius business is the world’s leading provider of plants and scenting.

As a business we focus on the Right People, doing the Right Things and in the Right Way. We invest a lot of time and money in training and in developing all of our colleagues to be the best that they can, and we are always looking for talented and driven people to join our Rentokil Initial Family.

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Rentokil Initial are an equal opportunities employer and are committed to creating a diverse working environment. To find out how we process your data view our careers privacy policy here