Job Description

Program:FM-FAOBLI/Process Name:RENTOKIL-TERMINIXDesignation:Analyst/Sr AnalystNo of Head Count (s):4New Hires/Replacement Hires (HC) by DesignationNew HireBilled /Unbilled / BU / OPS BenchNon Billable / RTX Order Management National Account Back OfficeSFDC ID for Billed New OpportunityNAReasons to hire Unbilled / BenchBenchCity / Location:ManilaStandardized skillset: [Refer attached excel]Skillset not mentioned in template Customer Interaction / Transaction Processing (Experienced) Shift (APJ / EMEA / US / Any combination):AMER (US) / Any CombinationReporting Manager :Sheryll GutierrezEducational Background:AnyExperience Required:ExperiencedJob 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 attachedCommentsExternal SourcingPreferred Start date: (induction date)ASAPCollaborators:Anthony Punzalan III, Richard Salimbao, Myrna Badoquillo, Sheryll GutierezWorkplace: WFM, WIO, HybridWFH