| Program: | Rentokil Terminix |
| BLI Name: | Rentokil Customer Service |
| Designation: | Analyst |
| No of Head Count (s): | 1 |
| New Hires/Replacement Hires (HC) by Designation | Replacement Hire |
| Billed /Unbilled / BU / OPS Bench | Billable |
| SFDC ID for Billed New Opportunity | NA |
| Reasons to hire Unbilled / Bench | N/A - Billable headcount |
| City / Location: | eClerx Manila |
| Standardized skillset: [Refer attached excel] | Answer customer enquiries and resolve complaints across live and non-live contact channels, ensuring first-contact resolution and adherence to company service standards. |
| Manage customer appointments, CRM/database updates, quotes and reactive work order requests, and troubleshoot customer service issues, escalating as needed. |
| Identify upsell opportunities and support internal sales by maintaining strong customer relationships and complete understanding of company pricing and solutions. |
| Shift (APJ / EMEA / US / Any combination): | APJ |
| Reporting Manager : | TBD |
| Educational Background: | Competence in Microsoft Office Packages, Basic OH&S - Work Site Safety, and Customer Service Ability (essential); Tertiary qualifications in Business/Administration or HSC equivalent (preferred). |
| Experience Required: | 2+ years of demonstrated solution-selling experience based on customer needs, ideally in a telephone-based support or call centre inbound/outbound environment, with strong verbal and written communication skills. |
| Job Description: | Customer Service Executive (Analyst) answers customer needs and requests through various live and non-live contact channels accurately and within company standard service times, delivering a "wow" experience while preserving customer retention and identifying new business opportunities with existing customers and prospects. |
| Client Approval mail: | NA |
| Comments | Backfill / Replacement Hire for Customer Service Executive (Analyst). Departing employee details TBD - please share name/last working day for the hiring form. |
| Preferred Start date: (induction date) | TBD |
| Collaborators: | NA |
| Workplace: WFM, WIO, Hybrid | WIO |