The Role
Handles customer inquiries and complaints across live and non-live channels, aiming for first-contact resolution and strong service standards. Manages appointments, CRM updates, quotes, and reactive work orders; troubleshoots issues and escalates when necessary. Identifies upsell opportunities, supports sales, and maintains customer relationships. The role requires customer service expertise, solution-selling experience, communication skills, Microsoft Office proficiency, and basic workplace safety knowledge.
Summary Generated by Built In
Program:Rentokil TerminixBLI Name:Rentokil Customer ServiceDesignation:AnalystNo of Head Count (s):1New Hires/Replacement Hires (HC) by DesignationReplacement HireBilled /Unbilled / BU / OPS BenchBillableSFDC ID for Billed New OpportunityNAReasons to hire Unbilled / BenchN/A - Billable headcountCity / Location:eClerx ManilaStandardized 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):APJReporting Manager :TBDEducational 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:NACommentsBackfill / 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)TBDCollaborators:NAWorkplace: WFM, WIO, HybridWIO
Skills Required
- Competence in Microsoft Office packages
- Basic occupational health and safety and worksite safety knowledge
- Customer service ability
- At least 2 years of demonstrated solution-selling experience
- Strong verbal and written communication skills
- Experience in a telephone-based support or inbound/outbound call center environment
- Tertiary qualification in Business or Administration, or HSC equivalent
eClerx LLC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about eClerx LLC and has not been reviewed or approved by eClerx LLC.
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Healthcare Strength — Feedback suggests U.S. employees have access to medical, dental, and vision coverage, with HSA/FSA options and life insurance included. An Employee Assistance Program also appears in the public benefits profile supporting wellbeing.
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Retirement Support — Feedback suggests a 401(k) is part of the U.S. package, with some mentions of an employer match. Retirement provision is consistently cited across company profiles and listings.
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Leave & Time Off Breadth — Feedback suggests paid holidays, sick leave, and PTO are part of the offering, alongside parental leave. Parental leave is also highlighted in public benefits profiles.
eClerx LLC Insights
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The Company
What We Do
eClerx provides business process management, automation and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs 16,000+ people across Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA.
