Customer Support Analyst at RentokilInitial1

This is a pivotal role at the heart of the company's business operations, blending high-level customer and provider support with operational responsibility and workflow control. The primary goal of this position is to ensure professional, clear, and organized service delivery while maintaining a positive customer experience and closely monitoring service execution. Key Responsibilities: Customer Service & Interface Management • Multichannel Support: Provide ongoing assistance to company clients, service providers, and office teams across various communication channels. • Key Account Management: Deliver personalized support to key accounts, including sending service reports and visit summaries, and updating task statuses. • Billing Control: Review and approve service reports to ensure accurate and proper client billing. • Systems Management: Onboard new clients, update records, and configure user profiles across various technological platforms. • Ticket Resolution: Manage and close service tickets within external client portals. Field Service Monitoring & Control: • Work Order Creation: Process incoming requests and generate work orders for service providers based on cross-departmental needs. • Proactive Tracking: Review periodic reports to determine execution statuses and proactively follow up with service providers. • Operational Document Processing: Receive, process, and input manual work orders, ensuring system data is up to date. • Data Modification: Review and adjust existing work approvals (e.g., dates, pricing, execution details, and quantities) following work plan updates or internal team requests. • Ongoing Communication: Dispatch messages and updates to service providers regarding open tickets, casual clients, and status changes. Complex & Specialized Issue Management: • Regulatory Requests: Handle ongoing requests that require special approval processes or specific regulatory compliance. • External Coordination: Liaise with authorities and external bodies to issue the necessary certifications and approvals for clients. • Service Provider Scheduling: Assign internal or external service providers to execute specialized treatments. Operational Projects: • Project Execution: Participate in and drive ad-hoc or ongoing projects that support departmental activities, such as implementing task management systems, inquiry monitoring tools, or process automation