Position: Customer Experience Agent
Location: Naas, Co. Kildare (Hybrid role)
Contract: Permanent, Part Time
Salary: 25,500 per annum, Paid Monthly
Reporting to Team Manager
Day in the life of a Customer Experience 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.
This role will involve outbound calling to existing customers to request their feedback on the service we provide. Taking all details, building rapport, actioning any requests, and raising complaints where required.
This is an important role within the business as we use their scores to measure overall and branch service performance.
Requirements
Essential Duties amp; Responsibilities
Customer Service
- Outbound calling establishing positive rapport with customers,
- Establish customer feedback regarding the services we provide,
- Reassure clients that we can help at all times,
- Offer relevant advice and recommendations,
- Input feedback data accurately into databases and other systems,
- Take ownership of queries and obtain a satisfactory conclusion,
- Update records appropriately so that a full history can be tracked,
- Amend inaccurate records to ensure data-integrity,
- Achieve and exceed preset team and individual targets as set by line manager,
- Provide excellent customer service at all times,
- Follow issued company procedures for every call,
- Proactively seek to develop own skills by learning,
- Participate in field excursions and business familiarisation as required for training purposes,
- Working towards KPI’s, SLA’s and other Customer Satisfaction targets.
Critical Competencies
- Collaborates Effectively encourages good relationships with colleagues and suppliers,
- Understands self and others Awareness of why others act as they do, and uses this information beneficially,
- Develops self and others Invests time and resources to develop others’ long term capabilities through support, coaching and feedback,
- Leads and Inspires Inspires others by creating and communicating a compelling vision,
- Commercial Insight Digs deeper and gathers information in order to make sound business decisions,
- Entrepreneurial Drive Drives to achieve and exceed goals, continuously improves business performance,
- Initiative Is proactive in searching for intuitive ways to solve problems,
- Passion for customers Actively drives to exceed customer expectations,
- Courage Takes on challenges, and is honest about own strengths and abilities.
Skills amp; Traits
- Strong values in customer service,
- Good initiative and judgement skills,
- Team player,
- Customer Focus: excelling at customer service amp; able to build rapport,
- Familiar with Data Protection Act,
- Communication skills: both verbal and written including excellent telephone manner.
Benefits
What we offer in return, as well as joining a FTSE100, we also offer you:
- A Competitive Salary,
- Job Stability amp; 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.