Job Opportunity at Pestokill: Customer Service Advisor
Company Overview:
Pestokill, established in 1985 in Northwest England, is a leading name in the UK pest control industry, known for its innovative approach and commitment to customer satisfaction.
Having grown organically and through acquisitions, Pestokill joined the Anticimex (a global leader in pest control) family in 2022 to further enhance its services with state-of-the-art technologies and sustainable practices. The company values integrity, reliability, and a family-oriented approach, with a goal to double its revenue to £25 million within the next two years.
The Role:
As the initial contact for our customers, you are expected to deliver exceptional customer service in all aspects of your role. As a member of the internal customer service team, you will handle incoming calls and emails from customers and technicians, ensuring that service requests, inquiries, and complaints are addressed efficiently, accurately, and properly recorded on our systems.
Core responsibilities:
* Efficiently managed incoming calls, promptly addressing customer inquiries and directing them to the appropriate team members to ensure swift issue resolution and excellent service..
* Respond to communications from field-based technicians and operational support, assisting service teams or redirecting as necessary.
* Log call-outs for field technicians, ensuring timely completion within service level agreements and providing updates to all stakeholders.
* Respond and take ownership of inbound email queries received into the helpdesk email inbox, ensuring that you are addressing all requests to guarantee client satisfaction.
* Document all customer interactions accurately using the various options available on the company portal.
* Address customer complaints effectively by actively listening, gathering detailed information, and collaborating with relevant team members to achieve resolution. Continuously update all stakeholders until the complaint is resolved.
* Undertake various administrative duties, including tracking and updating unattended call-outs, notifying customers about completed visits, and handling purchase orders.
* Monitor and manage your own email correspondence, ensuring all inquiries are addressed and resolved promptly to maintain clear and efficient communication. This task needs to be cleared daily.
* Managed and updated the customer portal by overseeing reactive and planned orders daily, weekly, and monthly. Responsibilities included logging requests, updating ETAs, tracking overdue orders, providing visit reports, closing orders, and processing costs for invoicing. Working closely to support and build relationships with Key Account Managers.
* Ensuring all customer supplements have the required information to clear for invoicing and to be completed in the given timeframe.
* Collaborated with cross-functional teams at Head Office to ensure job processes are accurately logged, completed on time, and invoiced efficiently. Ensuring we are all working towards fulfilling Customer requirements.
Competencies Required:
* Previous experience in a busy customer services department essential.
* Punctual and excellent time management.
* Excellent communication skills.
* Organised, with attention to detail.
* Demonstrates ownership of issues and follows through to resolution.
* Positive, helpful, and friendly demeanour.
* Skilled in using initiative and solving problems.
* Capable of working collaboratively in a fast-paced setting.
* Ability to work as part of a team.
* Proficient in multitasking and prioritising a dynamic and varied workload.
* Flexible and open to embracing new ideas and changes.
Job Details:
* Based in our office in Leigh
* Salary: Above minimum wage
* Full-time position
* Flexibility required to cover early/late shifts between hours of 7.30am and 9pm and weekend cover on a rota basis
Benefits:
* Smart/Casual dress code.
* Company pension.
* Free and on-site parking.
Interested candidates should apply online and send their CV and covering letter to
Job Type: Full-time
Pay: £24,864.70 per year
Benefits:
* Company pension
* On-site parking
Ability to commute/relocate:
* Leigh WN7 3SE: reliably commute or plan to relocate before starting work (required)
Application question(s):
* What do you feel you could bring to a customer service team
Experience:
* Customer service: 1 year (required)
Work Location: In person