Rentokil Initial Careers

The AR Admin Intern's responsibility is to assist the AR team with administrative work, i.e updating emails on icabs, sharing invoices with customers on request and any other assignments.

Key Responsibilities

• Update customer details on the system
• Sharing invoices with customers on request.
• Support AR department with Admin duties 
• Assists with month end closing as required
• Perform other assignments as necessary to support function/department objective

Role Dimensions 

• Ability to work collaboratively and maintain effective working relationships with co-workers
• knowledge of general bookkeeping procedures
• knowledge of general accounting principals
• Ability to effectively problem-solve
• Excellent verbal and customer service skills
• Ability to work with minimal supervision
• Attention to Detail and High level of accuracy
• Deadline driven 

Requirements

Key requirements

• A Graduate Diploma in business CPA 2 an added advantage
• Knowledge of and the ability to apply the principles of Customer Service Operations 
• Strong computer skills in Microsoft Office applications (i.e., Word, Excel , PowerPoint, etc.)

Personal Attributes

• Excellent professional written and verbal communication skills to interact at all levels of the organisation. 
• Strong negotiation skills and demonstrate proficient collection skills and exposure in a range of industries 
• A proven track record of excellent relationship management skills.
• Excellent analytical skills
• Must be detail oriented, organised, and have the ability to multitask
• High degree of ethics and integrity, with the ability to maintain independent relationships at all times 
• Behaviours aligned with the values of Service, Relationships and Teamwork

Requirements

Vacancies have arisen for Rentokil Initial Interns (12 Months Fixed Term) in our Kenya business - Nairobi, Nakuru & Mombasa branches

RI EA  is committed to achieving Diversity and Equity access to the business, therefore preference will be given to suitably qualified Employment Equity candidates across all levels.

By applying to this vacancy you give consent and authorise the Company, the Company's Human Resource Department and authorised Management team to use, review, process and archive any personal information provided to the company in the course of your application as well as any information that you have provided in support of your application.

An opportunity for a newly qualified graduate:

• You can develop a career with Rentokil Initial by becoming a Pest Control expert with the opportunity to develop into Sales, Operations or Technical Support and further to Management and Leadership roles.
• Initially you will enrol on the Rentokil Initial EA  Africa Internship programme where you have a professional learning experience to build your technical knowledge and skills in a practical work environment This will be followed by our Aspiring Sales Programme to develop your sales knowledge, skills and experience.
• During the internship program you will complete an accredited Pest Control course (NQF5) and undertake real field based operational roles followed by sales exposure
• Following an assessment at the end of the 12 month programme, if successful and vacancies are available, you will be given the opportunity to apply for placement in Sales, Operational or Technical roles and join our Colleague Development Programs giving you an opportunity to further your career with us to became one of our leaders of the future.

Please note the successful candidates will be registered and will be required to complete an accredited National Certificate in Pest Control which is approved by the company.

KEY WORK OUTPUTS and ACCOUNTABILITIES

• Train as a pest control or hygiene technician
• Gain on the job operational experience by working as a Pest Control Technician assistant providing quality pest control/management service in line with Standard Operating Procedures,  Safe Work Procedures and Safety, Health & Environment requirements  
• Achieve standards of productivity as set by the company by following routes and service plans
• Ensure the usage of the correct Personal Protective Equipment, APL and pesticide applications
• Attend all internal Sales and Technical training as required
• Complete a national certificate in pest control 
• Attend the Aspiring Sales Consultant Programme
• Gain on the job sales experience by completing, updating and maintaining all required sales administration and reporting systems in compliance to policies and procedures and SHE requirements                                                  
• Locate potential business through research,  prospecting, tele-canvassing, enquiries and cold calling. 
• Undertake needs analysis by conducting thorough survey of client premises
• Focus on client retention through relationship building 
• Identifying cross and up selling opportunities 

SKILLS and COMPETENCIES

• Excellent communication & iT skills
• Proven ability of technical learning and practical application 
• Ability to develop working relationships with customer 
• Determination and motivation to achieve business targets
• Be organised and have the ability to perform well under pressure (resilient) 
• Good numerical, literacy & administrative skills
• Problem solver and solution driven
• Engaged team player attitude

QUALIFICATIONS and  EXPERIENCE

• Recent Graduate/ Diploma Holder  - Sciences, Biology, Entomology, Agriculture, Laboratory some Sales related field of study is preferred 
• Drivers Licence - essential with good ability to drive a vehicle
• Computer literate 
• No previous experience required - a passion for learning and getting involved in the field is essential

Requirements

Vacancy has arisen for a Credit Controller in our Nakuru branch.

The purpose of this role is to manage the debt collection process in a manner where customer relations are built and also ensure that the cash collection targets as per budget is delivered in respect of the allocated portfolio, and to ensure that this is done effectively, in compliance with all applicable policies and procedures This role will effectively manage the incidence of bad debt, maintaining this at a level which is at least consistent with budget assumptions.

Your day-to-day responsibilities will include:

• Carry out debt collection and consistently meet and maintain collection targets, including the targeted number of effective calls per day
• Keep a log of all correspondences with customers by updating your debtors register with relevant commentary every time. Complete all required actions of the Dunning Process timely
• Maintain a realistically low incidence rate of bad debt in line with the monthly targets, by ensuring no rollover
• Anticipate developments, and identify accounts that may require special attention and flag them early
• Handle disputed accounts by collecting all relevant information and documents to reconcile customer queries
• Undertake reconciliations, and compile documentation and necessary reports for necessary action by management
• Maintain accurate individual records and performance statistics for the debtors in your portfolio
• Obtain sufficient information to assess the risk of new and existing customers
• Work within guidelines provided and as per the Credit Policy, and report to the AR Team leader
• Close liaison with all colleagues in service and sales to ensure effective coordination of collection activity, sarong of client information,the target being timely collections and query resolution
• Provide accurate advice on debt management, queries, VAT issues etc
• Involvement in the reconciliations analysis of ledger accounts and invoicing history
• Liaise with invoicing team on Credit Control queries for prompt resolution
• Ensure all relevant details are provided to the rider to facilitate collection without unnecessary problems
• Undertake ad-hoc responsibilities as required

Do you have what it takes? If you want to be considered for this role you will need:

• Relevant Tertiary Education advantageous in a business / accounting field
• Proficient in English - written and spoken
• Credit Control skills is an added advantage and experience minimum 2 years
• Customer Care experience advantageous
• Numerical acumen
• Computer literate
• Integrity/reliability
• Strong negotiation skills
• Persuasive
• Strong ownership & responsiveness
• High energy levels (action orientated)
• Self confident/assertive/passionate
• Problem solving skills/solution driven
• Strong demonstration of the values of service, relationships and teamwork
• Be self- motivated and display a high energy level
• Excellent planning and organisational skills
• Team player with a collaborative style
• Demonstrates the ability to take the initiative
• Highly developed communication skills (written / verbal / non-verbal)
• Ability to form strong customer relationships at all levels

• We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in the country. You would be supporting the business in EAST AFRICA - Nairobi Kenya in Support service Department

Key Responsibilities and Duties:

• Receive customer enquiries from all platforms as per SLA’s for all East Africa Countries
• Raise relevant tickets on the CCM, allocate each ticket to the relevant person for action, responsible for CCM being updated at all times at individual enquiry level (Sales DNA 90%)
• Track and monitor all incoming enquiries via the web / telephone, all enquiries should be actioned within agreed
• SLA’s, Follow up to ensure resolution of customer enquiries with key stakeholders
• Keep records of customer interactions, process customer accounts and file documents. When necessary, compile documents and reports and forward information to interested parties.
• Provide accurate, verifiable, valid and complete information in the right form and on the right platforms.
• Follow communication procedures, guidelines and policies. Go the extra mile to engage customers.
• Maintain updated knowledge of the organization's products, services, and customer service policies
• Carry out Happy Customer Call (HPC) for Kenya, Tanzania & Uganda. All customer enquiries received must receive a HPC - survey to be completed for each enquiry received (Customer’s RI Sales Experience)
• Escalate all issues that cannot be resolved on First Contact Resolution (FCR), follow-up on a resolution and closure.
• Engage and build customer loyalty, establish and maintain good rapport with customers by using positive language and anticipating their needs.
• Build sustainable relationships of trust through open and interactive communication.
• Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
• Interface with internal stakeholders to ensure an effective resolution process for customers/stakeholders.
• Gather and Input Data: you will be tasked to gather and maintain a wide array of data-related business processes and reporting. This may involve both entering information into existing databases and where possible with guidance suggesting new processes to accurately input and store critical data. To this end you will be able to access and run required reports from the Company business systems as may be required within assigned access rights
• Analyze Information: You will take an active role in data analysis and interpretation where required. This may include analyzing customer data, productivity, and financial data. You will need to exercise sound judgment while analyzing and interpreting data to ensure a high level of accuracy, timeliness, and usefulness of the same
• Prepare Reports: You will receive operational data from Sales & operations and clearly analyze, sense check and present it as required, this may include productivity and activity tracking reports
• Design Data Management and Reporting Tools; You may be required to play a direct role in designing and developing reporting tools where needed.
• Ad Hoc admin duties, as and when required by Managing Director / Marketing Officer & EA Senior Management

Requirements
Academic Qualifications

• Relevant qualification / degree Administration related degree
• Numerate / Analytical
• Proficient in CRM system and practices
• Good level of Literacy

Knowledge and Experience

• Strong IT Skills (GSuite / MS Office) Good Presentation Skills
• Clear communication skills (English - verbal & written) Excellent Telephone Manner
• Good administration skills

Personal Qualities and Behavioural Traits

• Resilient Engaging
• Self confident Inquisitive
• Positive attitude Displays sense of humour
• Ability to remain calm and polite in stressful situations Ability to Prioritize
• Takes pride in their work Adaptable
• Natural problem solver Good time management
• Able to work unsupervised
• Willing to undergo training Looking to develop a career path
• Willing to undertake ongoing development
• Genuinely excited to help customers

• We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in the country. You would be supporting the business in EAST AFRICA - Nairobi Kenya in Support service Department

Key Responsibilities and Duties

• Receive and handle customer complaints, provide appropriate solutions and alternatives within the set time limits;
• Raise relevant tickets on the complaints management system, allocate each ticket to the relevant person for resolution, and keep CCM updated at all times.
• Follow up to ensure resolution of queries, and update CCM appropriately within agreed turnaround times.,
• Keep records of customer interactions, process customer accounts and file documents. When necessary, compile documents and reports and forward information to interested parties.
• Provide accurate, verifiable, valid and complete information in the right form and on the right platforms.
• Follow communication procedures, guidelines and policies. Go the extra mile to engage customers.
• Work with Service Programmers, Credit Controllers & Department heads in all aspects of Customer Suspension management as per agreed processes & timescales
• Maintain updated knowledge of the organization's products, services, and customer service policies
• Carry out Customer Voice Counts surveys (CVC) for Kenya, Tanzania & Uganda. Ensure that Net Promoter Score (NPS) outbound call KPIs are achieved each month
• Track and monitor all incoming enquiries via the web / telephone, all enquiries should be actioned within agreed SLA’s
• Escalate all issues that cannot be resolved on First Contact Resolution (FCR), follow-up on a resolution and closure.
• Engage and build customer loyalty, establish and maintain good rapport with customers by using positive language and anticipating their needs.
• Build sustainable relationships of trust through open and interactive communication.
• Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
• Interface with internal stakeholders to ensure an effective resolution process for customers/stakeholders.
• Identify accounts that are potentially at risk and escalate the information accordingly.
• Manage all internal Alerts from field colleagues, follow up on unconverted lead enquiries and ensure that actions are taken and alerts are closed as per agreed SLA’s
• Undertake Happy Customer Calls for all new customers within the first month after the first service, and maintain a report
• in the expected format that shall be reviewed monthly
• Gather and Input Data: you will be tasked to gather and maintain a wide array of data-related business processes and reporting. This may involve both entering information into existing databases and where possible with guidance suggesting new processes to accurately input and store critical data. To this end you will be able to access and run required reports from the Company business systems as may be required within assigned access rights
• Analyze Information: You will take an active role in data analysis and interpretation where required. This may include analyzing customer data, productivity, and financial data. You will need to exercise sound judgment while analyzing and
• interpreting data to ensure a high level of accuracy, timeliness, and usefulness of the same
• Prepare Reports: You will receive operational data from service & Sales operations and clearly analyze, sense check and present it as required, this may include productivity and activity tracking reports
• Design Data Management and Reporting Tools; You may be required to play a direct role in designing and developing reporting tools where needed.
• Ad Hoc admin duties, as and when required by the Operations Officer

Requirements

• Relevant qualification / degree Administration related degree
• Numerate
• Proficient in CRM system and practices
• Good level of Literacy

Knowledge and Experience

• Strong IT Skills (GSuite / MS Office) Good Presentation Skills
• Clear communication skills (English - verbal & written) Excellent Telephone Manner
• Good administration skills

Personal Qualities and Behavioural Traits

• Resilient Engaging
• Self confident Inquisitive
• Positive attitude Displays sense of humour
• Ability to remain calm and polite in stressful situations Ability to Prioritize
• Takes pride in their work Adaptable
• Natural problem solver Good time management
• Able to work unsupervised
• Willing to undergo training Looking to develop a career path
• Willing to undertake ongoing development
• Genuinely excited to help customers

Key Responsibilities

• Visit potential/existing customers to demonstrate all the services and products offered by the Company.
• Communicate effectively to customers, giving precise solutions and presenting quotations in a most articulate manner
• Upsell, cross-sell, identify and develop new business from existing customers to increase the service range within the region  Close sales and convince clients why services offered by the Company are superior and beneficial to what the competition offers
• Mediate the price increase process with the clients
• Undertake debt collection and maintain your customers within agreed credit terms
• Meet the desired and agreed sales target on a monthly basis
• Maintain and manage a healthy sales pipeline and meet the calls per day target
• Take charge of the improvement and achievement of the agreed client retention rate by building and maintaining strong professional client relationships aimed at retaining existing clients.
• Carry out account management for allocated customers in line with procedure and best practice
• Monitor the day-to-day commercial performance of each account within your territory.
• Support the tendering teams with customer surveying and quotation process
• Actively support the conversion of sales leads
• Partake in and support marketing activities in line with the strategy
• Create and maintain a customer database by keeping complete records of all activities regarding customer visits, complaints etc  Daily liaison with other members of the service teams to provide information and ensure that customers receive excellent customer service
• Note and advise management on market intelligence including activity by competitors to ensure company services and products remain readily available and preferred by customers

Critical Competencies

•  Establish SMART objectives for self and others
•  Be enthusiastic and work with energy to achieve company standards and goals
•  Monitor the progress of objectives and take action to ensure delivery to agreed timescales, and cost
•  Plan, organise and prioritise workload effectively Act Commercially

Requirements
Key requirements

• A diploma or degree qualification in any business course
• A good grasp of the Company's products and services
• Minimum of 2 years experience in Direct or Field sales
• Strong selling skills
• Demonstrated ability to generate leads
• Self-drive and initiative in current role
• Valid driver's licence, with a minimum of 2 years experience
• Any relevant tertiary education

Benefits

• Base salary and Sales Commissions: Applicable as per Company Sales Commissions policy
• Motor vehicle: To be arranged upon joining and can be retained beyond working hours after confirmation
• Medical Cover: To be arranged immediately upon joining
• Pension & Group Life Assurance Cover: To be arranged after confirmation
• Quarterly Incentives - enhanced earnings - Half Yearly and FY Vacations Incentive trips
• Promotional Opportunities

• The primary duty of this role is to guide, organize, and cultivate a driven team of individuals and teams, ensuring that they deliver exceptional service to our customers. Additionally, the role focuses on optimizing branch service performance and ensuring compliance with all internal and external policies and legislative regulations.

Your Day-to-day Responsibilities Will Include

• Agree individual and team service targets with Branch Manager in order to deliver the Branch's/ Company's business goals.
• Manage a team of service colleagues comprising Service Programers, Supervisors, and Technicians to achieve agreed individual and (branch) team targets; includes conducting regular reviews with each direct report to direct performance against targets, including making appropriate interventions - such as developmental initiatives, or taking necessary disciplinary actions, to assure / ensure effective corrective action is taken.
• Ensure that individuals and the team are competent and fully trained to the professional level laid down by the Company for the work that is being allocated to them. Ensure that new recruits are not permitted to work unsupervised until training has been completed and competence has been established.
• The Team Leader is responsible for maintaining accurate and adequate records to demonstrate this. (formal induction defines Company standard/ technical training / competence assessment - documented process)
• Participate in the support or re-training of personnel - (service, sales, QA & admin), as well as training / retraining of customer personnel on technical matters and material (products and service). (in collaboration with the Divisional Technical management team.)
• Conduct regular In-Field Coaching sessions (a minimum of 4 per service colleague per year); and when required, do remedial service field training, with all service colleagues. Maintain accurate records of all coaching and training. Conduct a formal Technician Performance Assessments (TPA) at least once per year, and provide formal feedback to the service colleagues.
• Analyse TPA results in order to identify competency gaps and arrange necessary training to ensure technician competency is improved continually and meets the required minimum standard as defined in the TPA.
• Liaise with Branch Manager and other supervisors to ensure that use of training resources are coordinated and used optimally. Initiate the necessary and appropriate remedial action to correct any shortcomings.
• Ensure all relevant company policies and procedures are understood and adhered to by the service team e.g. OH&S, Human Resources, Security Policy Compliance etc. - keep appropriate and accurate records of training / attendance.
• Complete regular Supervisory Quality Assurance checks on client's premises to ensure that each technician is maintaining appropriate service quality; intervene with appropriate corrective actions when necessary and conduct regular reviews with customer site management to assure maintenance of good client relationships. Formally record and report all QA visits on the system. Confirm Quantity - check KPI
• Ensure that all customers are serviced on time by managing the Service Programmers and service team to achieve & exceed their productivity targets. Analyse and use service reports (e.g. manpower planning & productivity), taking the necessary steps to maintain a world class standard of service at all times.
• Ensure all customer complaints are resolved professionally including following up to ensure resolution and that the customers' satisfaction is achieved. (CCM management). Evidence of competitor activity at the client level should also be recorded and communicated to the Branch Manager & Customer Retention Officer.
• Customer Retention - actively participate in the business unit customer retention strategy, by personally conducting regular customer account reviews. In addition, ensuring that the service department and personnel respond to all service related customer enquiries in a prompt and appropriate manner, at all times.
• Ensure that both individual technicians and the team maintain acceptable productivity levels (in alignment to Branch / Company Standards) including planning/managing/authorising overtime, annual leave and sick leave coverage. Seek to drive year on year improvement in each KPI.
• Ensure effective and timely communication across the team by holding regular team meetings (minimum monthly). Reporting on individual and team performances to the Branch Manager, with quarterly Technician Performance Assessments (TPA).
• The Team Leader must be Health, Safety & Environmentally centric and compliant - able to create and maintain an environment which meets local HS&E standards, regulations and requirements.
• Ensure that only the correct and approved tools for the job are made available, issued, maintained and replaced as necessary for the entire service team, and that each service colleague is properly trained in the correct, proper and safe use of all equipment, and that this competency is regularly checked and verified by the Supervisor. (Including vehicle, Personal Protective Equipment, Personal Protective Clothing, Respiratory Protective Equipment, & general equipment as applicable).
• Ensure that only the correct and approved chemicals, from approved suppliers, are issued and used, in a safe and standard manner, in the rendering of quality service treatments on customer premises - in line with all Standard Operating Procedures and Safe Work Procedures.
• Ensure that all direct reports, and Technicians' qualifications and registrations are relevant and valid at all times. Encourage all technicians to further their studies and improve their qualifications. Manage and administer records accordingly.
• Manage and maintain service data - using all facilities, resources and reports available - to ensure accurate reporting, and system information (inputs and outputs). Take the necessary action to correct data, and plan as required. (iCABS / Progress)
• Be responsible and accountable for Service costs, and manage resources in line with the business units agreed monthly / quarterly / annual forecast and targets.
• Resource and asset management: Including: fleet, manpower, time, overtime, HR / IR matters, leave of absence, stock, preparations, store rooms, fixed assets, consumables, and utilities. Identify, manage and mitigate risks promptly and efficiently in collaboration with the Branch Manager.
• Spend infield time with service staff / customer facing tasks - to maintain a high level of morale and quality

Do you have what it takes? If you want to be considered for this role you will need:

• Relevant Tertiary Education advantageous
• Excellent planning and organisational skills
• 3 years Supervisory / Management experience (preferably within the services sector)
• Customer Care experience advantageous
• Valid driver's license
• Numerical acumen
• Computer literate
• Persuasiveness/good interpersonal skills
• Hunter & Target Driven
• Competitive nature with tenacity and resilience to stress
• Integrity/reliability
• Strong ownership & responsiveness
• High energy levels (action orientated)
• Self confident/assertive/passionate
• Problem solving skills/solution driven
• Strong demonstration of the values of service, relationships and teamwork
• Be self- motivated and display a high energy level
• Excellent planning and organisational skills
• Team player with a collaborative style
• Demonstrates the ability to take the initiative
• Highly developed communication skills (written / verbal / non-verbal)
• Ability to form strong customer relationships at all levels

Key Responsibilities

• Visit potential/existing customers to demonstrate all the services and products offered by the Company.
• Communicate effectively to customers, giving precise solutions and presenting quotations in a most articulate manner
• Upsell, cross-sell, identify and develop new business from existing customers to increase the service range within the region
• Close sales and convince clients why services offered by the Company are superior and beneficial to what the competition offers
• Mediate the price increase process with the clients
• Undertake debt collection and maintain your customers within agreed credit terms
• Meet the desired and agreed sales target on a monthly basis
• Maintain and manage a healthy sales pipeline and meet the calls per day target
• Take charge of the improvement and achievement of the agreed client retention rate by building and maintaining strong professional client relationships aimed at retaining existing clients.
• Carry out account management for allocated customers in line with procedure and best practice
• Monitor the day-to-day commercial performance of each account within your territory.
• Support the tendering teams with customer surveying and quotation process
• Actively support the conversion of sales leads
• Partake in and support marketing activities in line with the strategy
• Create and maintain a customer database by keeping complete records of all activities regarding customer visits, complaints etc
• Daily liaison with other members of the service teams to provide information and ensure that customers receive excellent customer service
• Note and advise management on market intelligence including activity by competitors to ensure company services and products remain readily available and preferred by customers

Critical Competencies

• Establish SMART objectives for self and others
• Be enthusiastic and work with energy to achieve company standards and goals
• Monitor the progress of objectives and take action to ensure delivery to agreed timescales, and cost
• Plan, organise and prioritise workload effectively Act Commercially

Requirements
Key requirements

• A diploma or degree qualification in any business course
• A good grasp of the Company's products and services
• Minimum of 2 years experience in Direct or Field sales
• Strong selling skills
• Demonstrated ability to generate leads
• Self-drive and initiative in current role
• Valid driver's licence, with a minimum of 2 years experience
• Any relevant tertiary education

Benefits

• Base salary and Sales Commissions: Applicable as per Company Sales Commissions policy
• Motor vehicle: To be arranged upon joining and can be retained beyond working hours after confirmation
• Medical Cover: To be arranged immediately upon joining
• Pension & Group Life Assurance Cover: To be arranged after confirmation
• Quarterly Incentives - enhanced earnings - Half Yearly and FY Vacations Incentive trips
• Promotional Opportunities

Desired Skills and Experience

• B2B sales
• B2c
• Pest Control sales
• Pest control
• Cross selling
• Fieldsales

Job Purpose

• The purpose of this role is to ensure that our service teams deliver premium Washroom Hygiene service in accordance with the Service Level Agreements (SLA) as agreed upon with customers.
• As QA representative, you have the responsibility of advising the clients on hygiene and housekeeping matters, as well as advising on instances where their washroom hygiene coverage is incomplete or inadequate, and lead to identification of additional need areas to ensure the customers get a total washroom solution. To this end you will have a sales target as set out by your Branch Manager.
• You will ensure that there are effective and coordinated Quality Assurance activities in the Washrooms Department, and that timely actions are taken on matters that arise from service quality concerns by our customers. The position also plays a significant role in ensuring the business is living its Core Values of Service, Relationships, and Teamwork.

Key Responsibilities

• Take stock of all sanitary units in the custody of the customers within your allocated route/zone.
• Compare the supposed customer units iCABS against the actual number of units physically available at the customer premises to ensure accuracy of records
• Maintenance of 100% accurate records of sanitary units within your area
• Carry out QA inspections at customer premises noting any hygiene and housekeeping matters
• Review quality assurance standards; observe existing policies and procedures, and interview personnel and customers to evaluate effectiveness of quality assurance program
• Compile statistical data and write narrative reports summarizing quality assurance findings from client visits on relevant platform
• Maintain current and accurate records of all relevant communications, audits, corrective action plans, and effectiveness monitoring in relation to your clientele
• Work closely with Washroom Technicians to ensure they offer a first class service to customers
• Meet target number of QA monthly visits - 5 per day /110 per month
• 100% DSP updated by 10pm daily
• QA reports generated are accurate and professionally presented
• Identify and/or receive, and attend to all customer service and quality complaints within zone, and report on follow-up actions
• Offer prompt and reliable response to customer complaints and give honest feedback to customers and colleagues.
• Observe the ideals of the Customer and Colleague Promise
• Review Customer Voice Counts (CVC) results for your area with the Manager and develop workable action plans to address all issues raised by customers within agreed timelines
• Customer complaints are handled effectively and efficiently 24hrs
• Nil follow up/repeat complaints by same clients
• Client Retention budget met (monthly)
• Customer Net Promoter Score (CVC) target met
• Adhere to Company SHE policy
• Knowledge, awareness & compliance with SHE regulations & guidelines
• Budget Work Day Lost (WDL) & Lost Time Accidents (LTA) met
• Liaise closely with the Manager to champion the launch of any QA initiatives intended to improve effectivenessVisit potential/existing customers to demonstrate all the services and products offered by the Company.
• Communicate effectively to customers, giving precise solutions and presenting quotations in a most articulate manner
• Upsell, cross-sell, identify and develop new business from existing customers to increase the service range within the region
• Close sales and convince clients why services offered by the Company are superior and beneficial to what the competition offers
• Mediate the price increase process with the clients
• Undertake debt collection and maintain your customers within agreed credit terms
• Meet the desired and agreed sales target on a monthly basis
• Maintain and manage a healthy sales pipeline and meet the calls per day target
• Take charge of the improvement and achievement of the agreed client retention rate by building and maintaining strong professional client relationships aimed at retaining existing clients.
• Carry out account management for allocated customers in line with procedure and best practice
• Monitor the day-to-day commercial performance of each account within your territory.
• Support the tendering teams with customer surveying and quotation process
• Actively support the conversion of sales leads
• Partake in and support marketing activities in line with the strategy
• Create and maintain a customer database by keeping complete records of all activities regarding customer visits, complaints etc
• Daily liaison with other members of the service teams to provide information and ensure that customers receive excellent customer service
• Note and advise management on market intelligence including activity by competitors to ensure company services and products remain readily available and preferred by customers

Critical Competencies

• Establish SMART objectives for self and others
• Be enthusiastic and work with energy to achieve company standards and goals
• Monitor the progress of objectives and take action to ensure delivery to agreed timescales, and cost
• Plan, organise and prioritise workload effectively Act Commercially

Requirements:

Key requirements

• A diploma or degree qualification in any business course
• A good grasp of the Company's products and services
• Experience in quality assurance/ client retention minimum of 2 years experience in Direct or Field sales
• Strong selling skills
• Demonstrated ability to generate leads
• Self-drive and initiative in current role
• Valid driver's licence, with a minimum of 2 years experience
• Any relevant tertiary education