We are looking for an experienced and dynamic Customer Retention Officer to join our team based in Perth on a full time permanent basis. You will be empowered to enhance the relationship between the Customer and Rentokil Initial for the key purpose of protecting the existing portfolio by identifying and dealing with any issues which may be detrimental to this relationship.
This role reports to the Customer Service Manager, and you will be expected to sustain the business services portfolio by identifying opportunities for adding service lines and removing barriers to service in order to protect customer’s loyalty.
The key responsibilities for this position include:
Forecast and track retention metrics
Visiting customer sites, negotiating with customers on the field
Build and maintain strong, long-lasting customer relationships
Resolve problems aligned to complaint resolution and customer in jeopardy procedures
Develop a trusted advisor relationship with customers, stakeholders and executive sponsors
Administer and prioritize all customer tasks and ensure achievement of all deadlines within required timeframe
Maintain accurate records of all sales and activities
Management of all customer escalations
Actively identify new business opportunities and communicate to the internal teams
Proactively support the Customer Service, Sales and Operations teams to achieve targets and deliverables.
Provide customers with relevant information of new products and developments
Provide a response and resolution to all customer queries within defined timeframes
3-4 years customer service experience
Service industry experience
Car Licence essential
Demonstrated experience in Account Management
Proven team achievements in customer service metrics
Exceptional written & verbal communication skills
Exceptional organisation and time management skills
Attention to detail and problem solving
Advanced Microsoft Office skills
Ability to multi-task in a fast paced environment
If you are looking for an opportunity to lead by example and kick goals at every turn, then this is the role for you! Click the Apply button to submit your resume today!