About this role
Rentokil Initial is one of the largest business services company with more than 68,500 colleagues worldwide and operates in over 90 countries. The company relies on the commitment, ability and teamwork amongst colleagues to deliver the services and delight customers. We are the market leader in both pest control and hygiene solution industries for more than 50 years in Malaysia. As our presence in 11 major cities nationwide expands, we invite suitably qualified and highly dynamic colleagues to passionately grow with us.
Are you a problem-solver with a passion for people?
We are looking for a motivated and dynamic Customer Excellence Executive, you are the voice of Rentokil Initial. You won’t just be answering phones; you’ll be building relationships, ensuring our customers receive world-class pest control and hygiene solutions, and supporting our field teams to deliver excellence. In this role you will be responsible for:
Maintain meaningful engagement with customers through regular inquiries, account reviews and achieve customer satisfactionDemonstrate a strong partnership with customers by ensuring our service & solutions align with their needsIdentify the customer's specific challenges and provide effective solutionsDrive first contact resolution and resolve customer inquiries efficiently Escalate and follow up on unresolved issues with relevant departments and acting as the liaison until the case is closedEnsure all customer data, feedback, and interaction logs are updated accurately in the systemAble to categorise feedback and identify customer sentiments (NPS, CSAT, CES, Key Drivers, Churn Patterns) with areas for improvementMaintain and support customer growth, retention & pricing to contribute customer loyalty and company revenueAssist in ad-hoc functions, assignments, and related duties as and when required
Requirements
The ideal candidate will possess:
Basic experience in Customer Service/Customer Relations/Call Center or TelemarketingBachelor’s degree in Communication, Public Relations or related fieldsStrong communication and interpersonal skills (written, oral and effectively bilingual-Bahasa Malaysia & English)Maintain a positive, empathetic and professional attitude towards customerPossess initiative and the ability to work independently with minimum supervisionAbility to work in a matrix environment and able to handle pressure without letting it distract from the quality of workPassionate at work and takes pride in what he/she does with pleasant personalityGood working knowledge in Genesys or related Customer Relationship Management system, Google Workspaces & MS Office (Word, Excel, PowerPoint)Normal working hoursPermanent employment
Highly Desirable:
Excellent customer service via phone & negotiation skillsVersatility to build rapport with people at all levelsMulti-lingual in both verbal and written English and Bahasa Malaysia, able to converse in decent clear communication. Ability to converse in other local dialects will be an added advantageGood sense of humour and passionate about work and takes pride in what he/she does.Benefits
Rewards and Benefits
Attractive base salaryComprehensive Insurance Plans for Surgical & Hospitalization, Term Life and Personal AccidentOut-patient & Specialist CoverageDental & Optical CoverageAdditional Retirement benefitsStaff Purchase Plans
You will be welcomed into a friendly, robust and competitive team that are highly motivated and focused on achieving goals and results. You will be given full product training, with hands on assistance from the Customer Care Team.
Equal Opportunities
Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.
Address:
Rentokil Initial (M) Sdn. Bhd.,
Unit 8-1, Level 8, Tower 8, UOA Business Park,
No. 1, Jalan Pengaturcara U1/51A, Seksyen U1, 40150 Shah Alam, Selangor Darul Ehsan
(connected to Subang LRT station)