Career Opportunities 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

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Key Responsibilities

•  Visit potential/existing customers to demonstrate all the services and products offered by the Company.
•  Communicate effectively to customers, giving precise solutions and presenting quotations in a most articulate manner
•  Upsell, cross-sell, identify and develop new business from existing customers to increase the service range within the region  Close sales and convince clients why services offered by the Company are superior and beneficial to what the competition offers
•  Mediate the price increase process with the clients
•  Undertake debt collection and maintain your customers within agreed credit terms
•  Meet the desired and agreed sales target on a monthly basis
•  Maintain and manage a healthy sales pipeline and meet the calls per day target
•  Take charge of the improvement and achievement of the agreed client retention rate by building and maintaining strong professional client relationships aimed at retaining existing clients.
•  Carry out account management for allocated customers in line with procedure and best practice
•  Monitor the day-to-day commercial performance of each account within your territory.
•  Support the tendering teams with customer surveying and quotation process
•  Actively support the conversion of sales leads
•  Partake in and support marketing activities in line with the strategy
•  Create and maintain a customer database by keeping complete records of all activities regarding customer visits, complaints etc  Daily liaison with other members of the service teams to provide information and ensure that customers receive excellent customer service
•  Note and advise management on market intelligence including activity by competitors to ensure company services and products remain readily available and preferred by customers

Critical Competencies

•  Establish SMART objectives for self and others
•  Be enthusiastic and work with energy to achieve company standards and goals
•  Monitor the progress of objectives and take action to ensure delivery to agreed timescales, and cost
•  Plan, organise and prioritise workload effectively Act Commercially

Requirements

Key requirements

•  A diploma or degree qualification in any business course
•  A good grasp of the Company's products and services
•  minimum of 2 years experience in Direct or Field sales
•  Strong selling skills
•  Demonstrated ability to generate leads
•  Self-drive and initiative in current role
•  Valid driver's licence, with a minimum of 2 years experience
•  Any relevant tertiary education

Benefits

• Base salary and Sales Commissions: Applicable as per Company Sales Commissions policy
• Motor vehicle: To be arranged upon joining and can be retained beyond working hours after confirmation
• Medical Cover: To be arranged immediately upon joining
• Pension & Group Life Assurance Cover: To be arranged after confirmation
• Quarterly Incentives - enhanced earnings - Half Yearly and FY Vacations Incentive trips
• Promotional Opportunities