ANALYST at Fa Ewji Saasfaprod1 — Manila, Philippines

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About The Role

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