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:

• Well spoken with a strong command of the English language and excellent telephone manner, able to build professional rapport quickly.
• Ability to probe/question.
• Excellent keyboard skills, including the ability to type while talking.
• Ability to effectively deal with job stress, angry callers, and irate customers.
• Attention to detail and accuracy in recording data/responses.
• Ability to adapt to change and meet the changing demands of the work environment.
• Ability to work well as part of a team as well as individually.

Core Skills & Knowledge

• High standards for customer interactions.
• Confident in driving change and constantly innovating processes to provide the best customer experience.
• Customer escalations experience.
• Comfortable with conflict management and possessing negotiation skills.
• Accountable for KPIs, performance, actions, and morale.
• Confident with all methods of communication; an open listener, articulate, and willing to consider the views of others.
• Ability to build and maintain effective relationships across the team, department, and business.

QUALIFICATIONS and  EXPERIENCE

• Grade 12
• 4-5 + years of experience in a Contact Centre environment (Customer Service & Administrative Roles)
• Experience in Administration is imperative.
• 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.