Job in Mumbai Suburban, Mumbai City for Customer Care Representative

Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the world’s leading pest control brand. Rentokil PCI aims to set new standards for customer service with operations across 250 locations in India. The JV brand also focuses on developing industry-leading service operations through the sharing of best practices.

POSITION RESPONSIBILITIES / REQUIREMENTS:

The Customer Care Executive is responsible to handle Customer queries forwarded to the organization via all contact points – Incoming Calls, Emails, SMS.

The person will report to the Head Customer Care, The incumbent will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders.

GENERAL DUTIES & RESPONSIBILITIES

• Handling Customer queries forwarded to the organization via all contact points – Incoming Calls, Emails, SMS.
• To provide accurate information to all callers & resolve queries raised during the call
  • Attending all incoming calls received on helpline number
  • Handling email queries sent by the customer
  • Handling inquiries from all current & new channels that may be used by the company for business generation
• Pass customers request to the concerned branch/department through
  • Telephone
  • Email
  • Courier
  • CCC Module / iCABS
• Would be accountable to successfully accomplish any assignment as instructed by the Functional Reporting Authority
• Would be responsible for the closure of caller requests. Needs to coordinate with the branches till a proper resolution is arrived at
• Needs to achieve monthly sales collection targets
• Record management: Call Registration in company software and Maintain Call Reports

KEY DELIVERABLES

• Ensure to maintain CRM quality standard in each customer communication
• Adhere to the benchmark & SOP prescribed in the training.

CORE COMPETENCIES

• Attentiveness
• Clear communication skills
• Ability to use positive language
• Time management skills
• Data Analysis
• Patient and a great listener

Requirements

EDUCATIONAL / OTHER REQUIREMENTS

• Bachelor Degree required
• Freshers can be considered
• Good interpersonal and written & verbal communication skills required
• Should have good command over English & Hindi; ability to speak any other state language would be an added advantage as this is the centralized call center and we cater to calls from all over India
• Should have good computer skills with basic knowledge of MS Word & Excel
• Should be good at multitasking and be able to complete customer data capture accurately whilst speaking to customers on call

Benefits

• Attractive Base Salary
• Annual Performance Based Bonus
• Group Mediclaim Insurance Policy
• Travel Reimbursement
• Equal Opportunities

Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential