Customer Support Advisor- Claremont -Cape Town needed at Rentokil Initial South Africa

PRINCIPAL DUTIES & RESPONSIBILITIES

• Answer calls professionally
• Provide personalised customer service of the highest level
• Respond to customer enquiries 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
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Residential job selling
• 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

SKILLS and COMPETENCIES

• We are passionate about delivering excellent service to every customer. Work levels 1s (and everyone in the company) keep their promises.
• Does what they say they will do to delight customers and achieve our goals every day
• Understands the customer better than anyone
• Ensures all activities and decisions make life better for customers
• We value productive, long lasting relationships with our colleagues and customers. Work Level 1s (and everyone in the company) communicates well.
• Keeps colleagues and customers informed about changes that affect them
• Listens to people’s needs and concerns, and act on what they tell us
• Is honest, focussed and straightforward in conversations
• We work together to deliver great results. Work Level 1s (and everyone in the company) support their colleagues.
• We treat our colleagues with respect and recognise everyone has an important contribution to make
• We trust colleagues to take ownership of and effectively manage customer relationships
• We make sure colleagues have the support, tools and training to do their job well.

QUALIFICATIONS and  EXPERIENCE

• Contact Centre Experience (2-3 years+)
• Indoor Sales Experience (advantageous)
• Sales  Experience (2-3 years+)