Client Retention Consultant at Rentokil Initial

Key Responsibilities and Duties:

• Customer Service Officer you are responsible for the following:
• Monitor and manage suspension cases for customers in Kenya and Uganda by ensuring timely resolution and communication with relevant stakeholders.
• Generate and analyse reports related to key account management activities in the East Africa region and thereafter provide insights and recommendations to improve customer relationships.
• Allocate credit notes to the appropriate customer accounts accurately and promptly.
• Keep track of pending termination cases and update the master list accordingly.
• Prepare reports on terminations that have occurred within 12 months and analyse any reversal trends.
• Collect and compile data related to Customer Voice Care (CVC) for monthly and quarterly reporting
• purposes.
• Analyse and report on the reasons for customer terminations to identify potential areas of improvement.
• Monitor and report on the issuance and handling of termination notices.
• Generate reports on compliment tickets received from customers in the East Africa region.
• Prepare comprehensive monthly reports covering all customer support tickets.
• Report on suspensions related to new customer accounts in the East Africa region.
• Prepare reports on customer complaints and track the resolution process.
• Handle the processing of termination requests for customers in Kenya and Uganda.
• Facilitate Customer Voice Care (CVC) calls with customers in Tanzania and Uganda.
• Analyse and report on significant losses in the customer base for the East Africa region.
• Participate in meetings to review and address debt suspension cases.
• Attend weekly meetings to discuss the progress of key account management activities.
• Participate in meetings focused on client retention strategies.

Ad Hoc Duties

• Handle additional tasks and projects as assigned by the management.
• Standing in for Customer Care Representatives
• Provide support and assistance as a backup for Customer Care Representatives when needed.
• Behinds Reviews with BMs and Programmers (Kenya and Uganda)
• Collaborate with Business Managers and Programmers to review and resolve any outstanding issues in Kenya,
• Uganda & Tanzania

Portfolio Rezoning:

• Assist in the process of reorganising customer portfolios as required

Requirements

• Bachelor's degree in Business Administration, Finance, or a related field.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Excel and other data analysis tools.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Detail-oriented with a focus on accuracy.
• Prior experience in account management, reporting, or customer service is preferred.

Benefits

• Medical Benefit
• Pensionable
• Eligible for quarterly Bonus as per Company policy