Customer Service Agent

Position: Customer Service Agent

Location: Naas, Co. Kildare (Hybrid Work Model)

Contract: Permanent

Salary: €27,000 per annum, Paid Monthly

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, you will provide professional customer service through your learned understanding of business services, products and procedures, accurately managing the client’s expectation for the next steps. Wherever possible you will oblige the client’s request and resolve as many issues as possible first time.

Essential Duties & Responsibilities

Customer Service

• 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 available,
• 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 action given/taken,
• Update records appropriately so that a full history can be tracked,
• 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,
• Working towards KPI’s, SLA’s and other Customer Satisfaction targets.
  

Complaint Handling

• 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 escalating where necessary and without delay to the Team Manager.

Skills & Traits

• Strong values in customer service,
• Good initiative and judgement skills,
• Team player,
• Customer Focus: excelling at customer service & able to build rapport,
• Familiar with Data Protection Act,
• Communication skills: both verbal and written including excellent telephone manner.

What we offer in return, as well as joining a FTSE100, we also offer you:

• A Competitive Salary,
• Job Stability & Security,
• Progression Opportunities,
• 20 Annual Leave Days,
• 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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