Rentokil Initial is one of the largest business services company with more than 68,500 colleagues worldwide and operates in over 90 countries. The company relies on the commitment, ability and teamwork amongst colleagues to deliver the services and delight customers. We are the market leader in both pest control and hygiene solution industries for more than 50 years in Malaysia. As our presence in 11 major cities nationwide expands, we invite suitably qualified and highly dynamic colleagues to passionately grow with us.
Are you a problem-solver with a passion for people?
We are looking for a motivated and dynamic Customer Relations Executive, you are the voice of Rentokil Initial. You won’t just be answering phones; you’ll be building relationships, ensuring our customers receive world-class pest control and hygiene solutions, and supporting our field teams to deliver excellence.
In this role you will be responsible for:
Work with Customer Relations Manager and team to:
- Manage inquiries from customers through website, email and telephone
- Responsible for customer satisfaction survey programme by making outbound calls to existing Rentokil Initial Customers
- Data entry - key in lead and enquiry details into Rentokil Initial’s customer management system
- Prepare monitoring reports (daily, weekly & monthly) on outbound calls with success rate analysis, customer feedback, with short commentary
- Adhere to standard procedures for enquiries/ leads/ CVC handling
- Adhere to standard script for enquiries/ leads/ CVC handling
- Support in customer loyalty and world class programme
Specific areas of responsibilities:
- Manage web enquiries that are submitted through Rentokil Initial official websites or toll free lines featured in websites
- Handle enquiries or sales leads for Rentokil Initial businesses
- Handle complaints or issues raised by customers or callers through web feedback form, toll free, email or fax
- Perform satisfaction follow up call to re-gain customer’s confident
- Make outbound calls to existing customers to gain feedback on Rentokil Initial services
- Support in customer loyalty and world class programme
- Key in sales leads/enquiries into iCABS Contact Management Module and inform the ‘person in charge’ to follow up and close the ticket
- Follow up with Customer Development Personnel on prospect status
- Prepare weekly and monthly calls, customer feedback and outbound call reports
The ideal candidate will possess:
- Minimum a Diploma in related discipline of studies with proven track record in customer care / telemarketing environment
- Customer oriented and KPI results driven
- Possess initiative and the ability to work independently with minimum supervision
- Good communication skills and has the ability to communicate fluently on the phone
- Call center experience is an added advantage
- Good planning and organisational skills with attention to details.
- Ability to priorities tasks with effective time management
- Autonomous and thrive on challenges
- Normal working hours
- Permanent employment
Highly Desirable:
- Excellent customer service via phone & negotiation skills
- Versatility to build rapport with people at all levels
- Multi-lingual in both verbal and written English and Bahasa Malaysia, able to converse in decent clear communication. Ability to converse in other local dialects will be an added advantage
- Good sense of humour and passionate about work and takes pride in what he/she does.
Rewards and Benefits
- Attractive base salary
- Comprehensive Insurance Plans for Surgical & Hospitalization, Term Life and Personal Accident
- Out-patient & Specialist Coverage
- Dental & Optical Coverage
- Additional Retirement benefits
- Staff Purchase Plans
You will be welcomed into a friendly, robust and competitive team that are highly motivated and focused on achieving goals and results. You will be given full product training, with hands on assistance from the Customer Care Team.
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's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.
Address:
Rentokil Initial (M) Sdn. Bhd.,
Unit 8-1, Level 8, Tower 8, UOA Business Park,
No. 1, Jalan Pengaturcara U1/51A, Seksyen U1, 40150 Shah Alam, Selangor Darul Ehsan
(connected to Subang LRT station)
