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Client:
Location:
Kildare, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
73b13fbcf60e
Job Views:
5
Posted:
03.03.2025
Expiry Date:
17.04.2025
Job Description:
Position: Customer Service Agent
Contract: Permanent, Part Time (20 hours per week)
Reporting to Team Manager
Day in the life of a Customer Service Agent:
You will be the first point of contact for all new, prospective and existing customers, providing professional customer service through your learned understanding of business services, products, and procedures. You will manage the client’s expectations for the next steps and resolve issues as many as possible on the first contact.
Requirements:
* Establish positive rapport with callers, positively impacting customer satisfaction and sales opportunities.
* Establish customer enquiry through effective open and probing questions.
* Reassure clients that we can help at all times.
* Use all tools available to deliver a “First Time Fix” for clients wherever possible.
* Offer relevant advice and recommendations.
* Input data accurately into database and other systems.
* Take ownership of queries and obtain a satisfactory conclusion.
* Obtain account information and update with actions taken.
* Update records appropriately to track a full history.
* Amend inaccurate records to ensure data integrity.
* Process “Live-Updates” and “Pending Requests”.
* Adhere to escalation/reporting process.
* Ensure customers are kept informed on the progress of any disputes.
* Close logs only on receipt of minimum update information.
* Proactively chase relevant people before situations escalate into complaints.
* Achieve and exceed preset team and individual targets as set by line manager.
* Provide excellent customer service at all times.
* Provide administrative support to the call handling operation as required.
* Follow issued company procedures for every call.
* Effectively utilise the Turn to Page guide for day-to-day instructions.
* Proactively seek to develop your own skills by learning.
* Participate in field excursions and business familiarisation as required for training purposes.
* Outbound dialling to existing customer base to establish a basic review of service feedback across all RI businesses.
* Work towards KPI’s, SLA’s and other Customer Satisfaction targets.
* Handle complaints professionally and empathetically, driving to get a fast and appropriate resolution.
* Provide a superior level of customer service.
* Own complaints and take responsibility to ensure they are resolved, closing the loop with the client and escalating where necessary without delay to the Team Manager.
* Good initiative and judgement skills.
* Team player.
* Customer Focus: excelling at customer service and able to build rapport.
* Familiar with Data Protection Act.
* Communication skills: both verbal and written including excellent telephone manner.
What we offer in return:
* Job Stability & Security.
* Access to Company Pension.
* Employee Assistance Program.
* Refer A Friend Bonus Scheme.
* Cycle to Work Scheme.
If you would like the chance to work in this exciting role for an innovative company, please apply. For more information on the Rentokil Initial family, please visit our website https://www.rentokil-initial.com/.
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 privacy policy here.
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