Rentokil Initial

Rentokil Initial is an international business services company employing 46,031 colleagues across 88 countries.

We strive to protect people and enhance lives, for example by controlling pests, and improving hygiene. We are experts in the fields we operate in, investing in training, science, innovation and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.

Awards

Rentokil InitiaI Philippines is officially ranked in the top three most engaged places to work in the Philippines, as part of the annual Korn Ferry Employee Engagement Awards 2018.

Philippine Best Employer Brand Awards 2019.

Find out more on careers.rentokil-initial.com

Your day-to-day responsibilities will include:

1. Sales / Service Efficiency

• Achieve monthly Key Performance Index (KPI) and Sales targets
• Act and prevent contract terminations and ensure customer contract retention
• Monitor, evaluate and ensure customer service satisfaction
• Act on changing customer needs, market conditions and competitor activity with speed and quality
• Conduct complete survey; ensure pertinent details are clearly stated.
• Sell according to the prescribed pricing as per the price list and discount structure or as approved by the management.
• Comply to all processes and procedures, quality standards
• Use appropriate sales kits and sell professionally.

2. Administration and Policy Directive

• Ensure all required documents/ paper works (like Service Agreements/Job Acceptance, SRS, IDAR, Service Cards, Credit Checklist, etc.) for contract renewal and up-selling businesses are complete and accurate and in accordance with SOP.

• Drive SHE policy compliance and zero tolerance policy. Achieve LTAR target set for the year for both Pest Control & Hygiene
• Attend regular meetings to address issues and concerns, performance review and weekly updates.
• Maintain accurate records and submit on time all reports and documents as required by management.
• Attend to other work related duties as may be assigned to you from time to time.

3. Customer Development

• Ensure all Customer complaints & inquiries are acted as a matter of urgency and importance following the company SOPs and 2/24 promise.
• Conduct regular face to face customer visit to maintain good business relationship and thus improve customer retention.
• Act on potential sales and collection opportunities to help generate additional new business, up-selling and improve collection.
• Attend required trainings, meetings, conferences and other official company functions necessary for business growth, government legislation compliance and customers’ requirement.
• Ensure satisfactory after sales service is provided to clients and provide regular communications between the client and team, to provide strong team representation to meet the customer’s expectations.
• To attend to all enquiries from prospects and existing customers.
• Act on customer needs and goals within the organization to ensure quality delivery of the agreed solutions and services
• Build rapport with customer and develop additional and repeat business
• Execute of the Customer Contact Strategy for the purpose of customer satisfaction and retention.

4. Collection / Credit Management

• To assist with the collection of debts and credit issues.
• To manage the wellness of the customer’s account in ensuring good credit status and liaise with the credit controllers on effective cash collection to customers.
  

Do you have what it takes? If you want to be considered for this role you will need:

• College graduate of any related Courses
• Fresh graduates are welcome to apply, but with 1-2 yrs related experience with strong inclination to Sales and/or Customer Service Relationship.
• With excellent communications and customer relation skills
• Ability to multi task, prioritize and manage time effectively
• Proficient in MS Office applications
• Willing to work in Kalawaan Pasig City

Are you interested? Here's what you can expect when you join us...

Benefits From Start Date

• HMO (Health Insurance)
• Group Personal Accident Insurance
• Group Term Life Insurance
• 13th Month Pay
• Paid Non working holidays

Benefits after 6 months of continuous work and pass the performance evaluation;

• Annual pay increase
• Vacation Leave
• Sick Leave (with cash conversion)
• Birthday Leave
• Paternity/Maternity Leave
• Matrimonial Leave
• Bereavement Leave
• Other perks

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.

Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Customer Service Representative, your role is vital in keeping our customers and employees happy and contributing to our organization’s growth and success.

As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.

A SNAPSHOT OF YOUR ROLE

Your day could see you:

·         Working through customer emails – responding to queries

·         Answering customer live chats regarding the same queries and requirements as done in the emails

·         Putting independent problem-solving skills to work, making sound decisions in assessing the customers’ needs by giving accurate information.

·         Understanding all the business and products’ aspects to provide proficient support.

·         Handling all requests with due skill and care.

·         Demonstrating strong verbal and written communication skills, including appropriate grammar and punctuation.

·         Promoting and demonstrating Acquire’s values internally and externally.

A BIT ABOUT YOU

·         Excellent in customer service.

·         With excellent English communication, listening and organizational skills.

·         With a high-level of PC competence, typing skills and accuracy.

·         A CSAT champion/top performer.

·         With a knack for multi-tasking.

·         Able to solve problems and work under minimal supervision.

·         Adept in learning new workflows and task

WHAT SUCCESS LOOKS LIKE

·         High customer satisfaction and efficiency rating.

·         Excellent feedback from customers.

·         Achievement of KPIs.

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

·         Collaboration: Brilliant jerks can be brilliant elsewhere.

·         Impact: Do, get it done, create impact.

·         Passion: Be positive, bring passion and energy.

·         Transparency:

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Customer Service Representative, your role is vital in keeping our customers and employees happy and contributing to our organization’s growth and success.

As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.

A SNAPSHOT OF YOUR ROLE

Your day could see you:

·         Working through customer emails – responding to queries

·         Answering customer live chats regarding the same queries and requirements as done in the emails

·         Putting independent problem-solving skills to work, making sound decisions in assessing the customers’ needs by giving accurate information.

·         Understanding all the business and products’ aspects to provide proficient support.

·         Handling all requests with due skill and care.

·         Demonstrating strong verbal and written communication skills, including appropriate grammar and punctuation.

·         Promoting and demonstrating Acquire’s values internally and externally.

A BIT ABOUT YOU
·         Excellent in customer service.

·         With excellent English communication, listening and organizational skills.

·         With a high-level of PC competence, typing skills and accuracy.

·         A CSAT champion/top performer.

·         With a knack for multi-tasking.

·         Able to solve problems and work under minimal supervision.

·         Adept in learning new workflows and task

WHAT SUCCESS LOOKS LIKE
·         High customer satisfaction and efficiency rating.

·         Excellent feedback from customers.

·         Achievement of KPIs.

WHAT WE VALUE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

·         Collaboration: Brilliant jerks can be brilliant elsewhere.

·         Impact: Do, get it done, create impact.

·         Passion: Be positive, bring passion and energy.

·         Transparency: A transparent team can help each with other.

A transparent team can help each with other.

Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!

Rentokil Initial

Rentokil Initial is an international business services company employing 57,700 colleagues across 90 countries.

We strive to protect people and enhance lives, for example by controlling pests, and improving hygiene. We are experts in the fields we operate in, investing in training, science, innovation and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.

Awards

Rentokil InitiaI Philippines is officially ranked in the top three most engaged places to work in the Philippines, as part of the annual Korn Ferry Employee Engagement Awards 2018.

Philippine Best Employer Brand Awards 2019.

Find out more on careers.rentokil-initial.com

Your day-to-day responsibilities will include:

• Provide excellent hygiene treatments and recommendations to customers.
• Provide feedback to superiors on the service concerns of the customer.
• Maintain in good working condition all equipment, tools, mobile phones, vehicles and other items provided by the company for work purposes.
• Plan out and carry out the route to ensure timely arrival in all treatment sites.
• Efficiently manage the use of chemicals and other pest control consumables.
• Ensure proper SOP is followed for the warehouse, stock inventory & disposal process, and stocks issuance.

Do you have what it takes? If you want to be considered for this role you will need:

• Must know how to drive 4 wheel vehicle or motorcycle
• With Professional Driver's License (Restriction 1,2,3)
• College Graduate/Level Or Vocational Course Graduate
• Graduate of Agriculture or any related course is an advantage.
• Fast Learner and can work with minimum supervision.
• Good communication Skills and Customer Service Oriented
• Willing to be trained for career growth.
• Willing to work at Night Shift
• Male and/or Female are welcome to apply

Are you interested? Here's what you can expect when you join us.

Benefits From Start Date

• HMO (Health Insurance)
• Group Personal Accident Insurance
• Group Term Life Insurance
• Paid Non working holidays
• 13th Month Pay

Benefits after 6 months of continuous work and pass the performance evaluation;

• Annual pay increase
• Vacation Leave
• Sick Leave (with cash conversion)
• Birthday Leave
• Paternity/Maternity Leave
• Matrimonial Leave
• Bereavement Leave
• Other perks
  

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.

Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!

*New hires are required to report onsite during the onboarding and training period then transition into a WFH setup. However, please note that team members are expected to report on-site based on business needs (client visits, company events, project-specific needs, etc.)

• Provide customer service support via non-voice, email support & ticketing for gaming accounts.
• Deliver timely, accurate and respectful answers to customers’ questions and issues.
• Utilize the internal ticketing system to log all requests and activities.
• Take ownership of Customer Service incidents and work to successfully resolve them.
• Escalate issues as needed.
• Other duties assigned.

• Excellent written communication
• Experience in a customer support environment
• Preferably with customer service experience in a BPO setting
• Experience in Web 3 (NFT, Crypto, Blockchain, or similar) is required
• Preferably with experience handling in-app purchases, specifically fiat payment systems or crypto
• Amenable to working on a shifting schedule

Non-taxable Allowances

Paid Time Offs

HMO and Life Insurance

Overtime/Holiday/Rest Day Premiums

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote

The WordPress Support Specialist is responsible for providing top-notch technical support for our clients' WordPress websites. This includes troubleshooting technical issues, handling site updates, and assisting with site management on the Elementor platform. As a critical part of our 24/7 support team, the specialist should be customer-focused, have excellent problem-solving skills, and be able to work under pressure.

Responsibilities and Duties:

• Provide basic WordPress support which involves troubleshooting errors and helping clients set up features on their site via email or chat, resolving issues related to their WordPress sites.
• Conduct regular site updates and maintenance on the Elementor platform.
• Troubleshoot and resolve issues related to WordPress themes, plugins, and core updates.
• Work closely with the development team to handle more complex issues or site enhancements.
• Participate in ongoing training to stay current with WordPress and Elementor developments.
• Provide excellent customer service, maintaining high customer satisfaction ratings.

As a Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner.

WHAT YOU WILL DO

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

YOU HAVE…

• At least 2 years of Customer Support experience on either email, phone, or chat
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Excellent reading comprehension, verbal, and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Intermediate understanding of common Customer Experience best practices
• Customer orientation and ability to adapt/respond to different types of characters

• Health Insurance
• Training & Development
• HMO on-day-one
• Paid Bereavement & Family Leave
• Flexitime
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

WHAT IS YOUR ROLE:

This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support associate work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.

A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.

WHY DO WE WANT YOU:

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO:

• Educating customers and users on how to use the partner’s products and services.
• Escalating bugs or issues with our web and mobile apps to the partner’s development team and following up with the users once the issue is resolved.
• Identify trending issues and report them to the team.
• Ability to handle email and chat support simultaneously.
• Follow up with users who provided an unsatisfactory customer service rating.

• 2+ years of technical support experience: Preferably supporting customers via email and chat.
• Experience in providing technical support: installing and uninstalling apps from phones and computers.
• General knowledge of how web-based and mobile apps work.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
•  Ability to thrive in a dynamic and evolving environment – must be adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions. 
• Strong conflict resolution skills and even temperament in challenging situations.
• Native or near-native written and spoken English.
• Ability to properly understand and convey tone via written communications.
•  Creative problem-solving skills.
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision.

Plus Requirements:

• Support the team by executing initiatives and collaborating on projects.
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows.
• Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
• Flexible work schedule.
• Passion for Customer Experience.
• A proven ability to work remotely as part of a team but also with little direction is highly desired. 

• SSS
• Pag-ibig
• Philhealth
• HMO on day one
• 13th month pay
• Paid incentive leaves
• Personal time-offs (PTOs)
• Sick leave

For Immediate hire In-Office position reporting to our Office in Pasig 

IT Help Desk Job Description:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

IT Help Desk Responsibilities:

·         Provide assistance in the use of personal computer hardware, software, and specialized mainframe technology or operates a multi-platform computer environment or monitors the production scheduling, execution, and successful completion of production jobs; 

·         Sets up and configures desktop computers, peripherals and accounts assigning security level;

·         Installs software and installs and repairs hardware and peripherals;

·         Tests programs;

·         Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines and/or escalates to other technical resources as appropriate;

·         Maintains systems, databases and web pages;

·         Administers user accounts;

·         Designs and produces basic reports;

·         Transfers computer files between platforms;

·         Provides basic troubleshooting, repair and maintenance for computer equipment (e.g. microcomputers, disk drives, and laser printers) and may assist with testing personal computers and peripherals on a network to diagnose, hardware versus software problems; 

·         Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns; 

·         Arranges for distribution of output to customer;

·         Maintains records;

·         Contributes to unit goals by accomplishing related duties as required.

As a Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner.

WHAT WILL YOU DO

Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism

Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved

Ensure proper and timely escalation of issues to meet internal and external expectations

Identify opportunities and recommendations for continuous process improvement

Deliver service excellence and maximize customer service and satisfaction

Work with the external team to stay updated on product and service knowledge

YOU ARE...

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

• Proactive and self-motivated
• Interested in the IoT (Internet of Things) technology

• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.

• Amenable to work on rotating shifts
  

YOU HAVE…

• Willingness to work on a project based contract (1 month)
• Open to any shift or schedule and is amenable to work on rotating shifts
• Has their own device and stable internet connection at home
• 6 months to 1 year of customer service experience (email support; experience in other channels is a plus!)
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters

DUTIES AND RESPONSIBILITIES

• Troubleshoots equipment malfunctions and corrects them as directed by knowledge-based tool or supervisor.
• Takes immediate action to escalated tickets and close it as soon as issue has been confirmed resolved.

• Manage more complex proactive events, perform advanced diagnostics, escalate third-party problems, be they software or hardware vendor, and gather pertinent details enabling escalation to Supervisor / Manger when necessary.
• Provide IT support services over the phone, chat, tickets and through other electronic means and assist with field work if necessary.
• Mentor’s new hires during the nesting period.
• Document, track and monitor end-user problems to ensure timely resolution.
• Research and implement fixes for new issues.
• May work with infrastructure and create new solutions.
• Assists with maintaining an accurate Service Desk knowledge-based tool.
• Area of support includes: Troubleshooting, software problems. configuration, database administration, network setup/diagnoses,  and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues
• Virus/Spyware Removal/Detection
• Reports complex issues to Incident Manager

MINIMUM REQUIREMENTS

• Ability to follow, document, and maintain standard procedures.
• Superior analytical and problem-solving abilities with keen attention to detail.
• Ability to respond to requests for technical assistance via phone and through other electronic means.
• Technical discipline to effectively perform routine assignments; as well as applied knowledge of established procedures, policies and practices.
• Ability to diagnose the cause of a problem in a complex environment and provide effective solutions quickly.
• Interpersonal and communication skills necessary to train others in computer system.
• Ability to simplify complex technical terms when assisting end-user.
• Ability to communicate problems with supervisors as they become known.
• Ability to meet deadlines
• Able to react to change productively and handle other essential tasks as assigned.
• Excellent written and verbal communication skills including interpersonal / customer service skills
• Must possess a strong commitment to high-quality customer service and solid work ethic
• Exceptionally self-motivated and directed with ability to set and manage priorities judiciously.
• Ability to provide Acquire BPO customers with outstanding customer care and service at all times.
• Willing to work variable shifts including evening, weekends and public holidays.

Join the A-Team and experience the A-Life!

WHAT WILL YOU DO

People Management 

• Identify growth and development opportunities for Team Captains and team members
•  Monitor, improve, and maintain healthy operational efficiencies such as attendance, punctuality, and any  other people indicators.

Performance Quality Management 

• Monitor and assess Team Captains’ and team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.
• Ensure that Team Captains and team members are properly trained and working consistently to meet client needs. 
• Ensure that the team captains meet company and client-specific KPI targets.
• Execute and follow standard operating processes.

Logistics 

• Ensure that team members and equipment needs are met to sustain service levels 
• Recommend/suggest relevant alternatives to the product or tool being used by the company and or client.

Internal Coordination 

• Work with the CXM to make recommendations for their Team Captains’ and team member's career path, and assist in making a comprehensive development plan for them. 
• Relay consistent challenges to CXM in a timely and efficient manner
•  Help in culture building particularly in embracing our Core Values and practicing the competencies of a Boldr leader.
• Provide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organization 
• Work directly with CXM to identify root causes and develop an action plan to meet KPI targets.

External Communications 

• Be familiar with the client’s key contacts, unique requirements, and operating processes.
• Demonstrate mastery of the company and Client’s offerings (i.e. its products and services)
•  Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.

YOU HAVE…

• Bachelor's/College Degree in any related field you’re passionate about! 
• At least 2 years of experience leading supervision/leadership roles
• At least 3 years of Client facing experience
• At least 3 years of experience providing coaching
• Basic knowledge of Root Cause Analysis
• Lean Six Sigma knowledge is a plus!
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs, Google Slides) and MS Office applications 
• Excellent verbal and written communication skills.
• An ability to understand and communicate complex ideas to others, both verbally and in written form 
• Aptitude to quickly learn and navigate new technology, systems, and applications. 
•  Ability to accept feedback gracefully and with an open mind. 
•  Excellent interpersonal skills with the ability to easily relate to people in various levels of the organization.

• Private Health Insurance
• Paid Time Off
• Training & Development
• Performance Bonus

Working within the Account Management department of AireSpring, Account Manager Support will act as support for the Account Management Team. This team's overall mission involves maintaining the company’s existing relationship with a client or group of clients in order that they will continue using, or growing, the company for business. In this role, you will be responsible for working with the direction of assigned Account Managers and their leadership on identified client requirements so the company can best meet those requirements.

Experience

Account manager support are not necessarily required to have direct experience of working in a related role, but they will need to be able to demonstrate a good understanding of the job and enthusiasm for working within an Account Management organization. The experience of working in a customer-facing role will always be advantageous, as will experience working to a deadline.

Description

MyDeal is a leading Australian online retail marketplace that focuses on providing “everything for your home” (furniture, homewares, garden, appliances and more). Founded in 2011, MyDeal has brought Australian shoppers the biggest brands, the best deals, discounts and sales on an extensive range of home and lifestyle products. Since September 2022, MyDeal has been a part of Woolworths Group, Australia and New Zealand’s largest retailer. Our partnership with Woolworths Group continues our shared commitment to provide great value, quality products and convenience for our customers.

As a Quality Analyst, you will play a pivotal role in ensuring that our customer service representatives consistently deliver exceptional service and adhere to established quality standards. Your primary responsibility will be to monitor, assess, and improve the quality of customer interactions, contributing to the overall success and customer satisfaction of our organization.

Responsibilities

• Quality Monitoring: Conduct regular evaluations of customer service interactions, including phone calls, and email communications. Assess agents' performance against predefined quality metrics and criteria.
• Feedback and Coaching: Provide constructive feedback to customer service representatives based on evaluation results. Conduct weekly call calibration sessions / ticket reviews with various teams 
• Data Analysis and Reporting: Analyse  quality data and generate reports to identify trends, patterns, and areas for improvement. Provide regular reports to management with recommendations for enhancing customer service quality. 
• Process Improvement: Collaborate with cross-functional teams to identify process improvements and best practices that can enhance the customer experience. Participate in the development and refinement of call scripts and service workflows.
• Compliance and Standards: Ensure that agents adhere to company policies, procedures, and compliance regulations. Issue an incident report for quality violations. Work closely with the Customer Service Manager to ensure new hires are well-prepared to meet quality standards.
• Customer advocacy: Advocate for the customer within the organisation , ensuring their needs and feedback are considered in decision-making processes related to service quality.
• Best Practice  Bank: Build a collection of best practice calls and emails for demonstration and training purposes.
• Others: Provide support in any additional ad hoc tasks that may be required by the management that will support Operations performance.

• Availability and willingness to work full-time on-site is required.
• Proven experience as a Quality Coach, Quality Assurance Specialist, or similar role within a contact center environment.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Able to build a high performing quality team
• Achieve all KPIs set
• Proficiency in using quality monitoring tools, Google sheet or Excel, and call center software.
• Detail-oriented with a focus on accuracy and consistency.
• Ability to provide constructive feedback and coaching to agents.
• Ability to multitask and work effectively in a fast-paced environment.
• Flexibility to work shifts, including weekends, and holidays, as needed.

As a Customer Advocate with a social media focus, you will be responsible for managing and responding to customer inquiries and feedback across various social media platforms. You will play a vital role in enhancing our brand's online presence and ensuring that customers receive timely and personalized support.

WHAT WILL YOU DO

• Social Media Management:
• Monitor and actively engage with customer inquiries and comments on Tractive's social media channels, including but not limited to Facebook, Twitter, Instagram, and YouTube.
• Respond to customer inquiries promptly, providing accurate information and resolutions.
• Customer Engagement:
• Build and maintain positive relationships with customers through social media interactions.
• Acknowledge and appreciate positive customer feedback and address concerns with empathy and professionalism.
• Issue Resolution:
• Investigate and resolve customer issues and complaints via social media, ensuring customer satisfaction.
• Collaborate with Tier 1 and Tier 2 support teams when necessary to resolve complex issues.
• Content Sharing:
• Share relevant content, updates, and announcements on social media platforms to engage and inform our customer base.
• Feedback Loop:
• Compile and report customer feedback, trends, and insights from social media to the relevant teams within the organization.
• Advocate for improvements in our products and services based on social media feedback.
• Social Media Guidelines:
• Adhere to company guidelines and policies when representing Tractive on social media platforms.
• Maintain a consistent and professional brand voice.

• High school diploma or equivalent; a bachelor's degree is a plus.
• Minimum of 1-2 years of experience in customer support, with a focus on social media management.
• Strong understanding of various social media platforms and their best practices.
• Previous experience with social media support tools is preferred.
• Excellent written communication skills, with the ability to craft engaging and concise responses.
• Empathetic and customer-centric mindset, with the ability to resolve issues effectively.
• Familiarity with pet-related products or services is a plus.
• Ability to work in a fast-paced and dynamic environment.
• Passion for pets and an understanding of their needs.

As a Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner. 

WHAT WILL YOU DO

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

• At least 2 years in college in any program you are passionate about
• 6 months to 1 year of customer service experience (email and chat support; experience in other channels is a plus!)
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters