Customer Experience Director

7 days ago


Perth, Western Australia Rentokil Initial Full time

At Rentokil Initial, we are the global expert in pest, hygiene, and indoor plant care. Our passion is to help protect people, enhance lives, and preserve our planet every day.

This role requires a dynamic Customer Care Manager who will empower customer relationships and grow business services portfolios by identifying opportunities for adding service lines and removing barriers to service in order to protect customer loyalty.

The key responsibilities for this position include:

  • Forecasting and tracking retention metrics
  • Building and maintaining strong, long-lasting customer relationships
  • Resolving problems aligned to complaint resolution and customer in jeopardy procedures
  • Developing a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors
  • Management of all customer escalations
  • Administering and prioritizing all customer tasks and ensuring achievement of all deadlines within the required time frame
  • Maintaining accurate records of all sales and activities
  • Actively identifying new business opportunities and communicating to internal teams
  • Proactively supporting the Customer Service, Sales, and Operations teams to achieve targets and deliverables
  • Providing customers with relevant information on new products and developments
  • Responding and resolving customer queries within defined timeframes

The ideal candidate will have:

  • 5 years' experience in customer service
  • Hygiene or service industry experience
  • A car license is essential
  • Demonstrated experience in account management
  • Proven team achievements in customer service metrics
  • Exceptional written and verbal communication skills
  • Exceptional organisation and time management skills
  • Attention to detail and problem-solving
  • Advanced Microsoft Office skills
  • The ability to multi-task in a fast-paced environment

We offer a supportive team environment driven by a passion to make a difference. If you're looking for an opportunity to lead by example and succeed in a challenging role, apply today.



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