Customer Care Manager

We are looking for an experienced and dynamic Customer Care Manager to join our team based in Melbourne on a permanent full time 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 grow and sustain the business services portfolio 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:

• Forecast and track retention metrics
• 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 key accounts, customer stakeholders and executive sponsors
• Management of all customer escalations
• Administer and prioritize all customer tasks and ensure achievement of all deadlines within required time frame
• Maintain accurate records of all sales and activities
• 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

Ideally you will have the following experience and skills:

• 5 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

At Rentokil Initial, we are proud to be the global expert in pest, hygiene and indoor plant care. What sets us apart is our people. We are a friendly and supportive team driven by a passion to help protect people, enhance lives and preserve our planet, every day.

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!