Order Management - BO

Program: FM-FAO

BLI/Process Name: RENTOKIL-TERMINIX

Designation: Analyst/Sr Analyst

• No of Head Count (s): 20
• New Hires/Replacement Hires (HC) by Designation New Hire
• Billed /Unbilled / BU / OPS Bench Billed / RTX Order Management National Account Back Office

SFDC ID for Billed New Opportunity NA

Reasons to hire Unbilled / Bench Bench

City / Location: Manila

Standardized skillset: [Refer attached excel] Skillset not mentioned in template

Customer Interaction / Transaction Processing (Experienced)

Shift (APJ / EMEA / US / Any combination): AMER (US) / Any Combination

Reporting Manager : Sheryll Gutierrez

Educational Background: Any

Experience Required: Experienced

• Job Description: Maintain a positive, welcoming tone throughout your interactions with customers and coworkers and leadership.
• Review dispatch sheets for our contracted customers and follow SLA requirements to ensure our customer’s requests are handled with urgency
• Use resources to ensure we are handling customer’s concerns properly
• Keep work chat up and active throughout the day and respond with urgency
• Assist with Rentokil call volume as assigned by leadership
• Proactively work on call backs when there is at least two minutes of available time between incoming calls
• Maintain a 80% or higher in QA score
• Maintain a successfully meets or higher Scorecard rating for AHT and ACPH goals
• Maintain a successfully meets or higher Scorecard rating for reliability goals
• Maintain a successfully meets or higher Scorecard rating for wrap code
• Notify leadership on duty prior to the start of your shift with any technology concerns and ensure urgency to resolve
• CSC_IT request pathway guidelineGather information from customers to help identify and solve problems
• Client Approval mail: See attached

Comments External Sourcing

• Preferred Start date: (induction date) ASAP
• Collaborators: Anthony Punzalan III, Richard Salimbao, Myrna Badoquillo, Sheryll Gutierez
• Workplace: WFM, WIO, Hybrid WFH