X Ireland Customer Service Agents - Claremont: WC

Overview

Rentokil Initial is a global services company employing over 45,000 colleagues across 84 countries. The company is at the cutting edge of technology and innovation as it strives to protect people and enhance lives by controlling pests, improving hygiene, and improving interior spaces with plants and scenting.

• Rentokil Pest Control – the world’s leading commercial pest control company providing quality, diligent and friendly services.
• Initial Hygiene – the world’s leading hygiene services company, producing high‑quality, tailored hygiene product ranges for washrooms across all sectors.
• Ambius – the world leader in providing interior landscaping services, using planting, scenting, flowers, artwork and exterior landscaping maintenance to improve environments for customers and employees across North America, Europe, South Africa and Australia.
• Central support functions – Human Resources, IT, Finance, Legal and Marketing & Innovation, based at the Rentokil Initial Head Office and in each country.

A vacancy for 2 x Ireland Customer Service Agents. The purpose of this role is to be the first point of contact for all new, prospective and existing customers. You will provide professional customer service through your understanding of business services, products and procedures, accurately managing clients’ expectations for the next steps. Wherever possible you will oblige the client’s request and resolve issues on the first contact.

• Tertiary education in a related field is advantageous.
• Minimum of 5 years experience in a similar role.
• UK Customer Call Centre 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 and able to build rapport.
• Familiar with the Data Protection Act.
• Communication skills: both verbal and written, including excellent telephone manner.
• Ability to work in a hybrid environment.

• 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
    • Speed of response to emails
    • Email Response Accuracy
    • Chat quality and responses
    • Obtain scores for service provide and detailed feedback

• Hybrid Working

Rentokil Initial is committed to achieving Diversity and Equity across the business.

Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!