Customer Support Representative

Job description

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 Mandatory Requirements: Education: Relevant Bachelor’s degree. Experience: 2–5 years of experience in a similar operational or customer success role. Systems Proficiency: Extensive knowledge of Information Systems and ERP platforms. Analytical Tools: Strong proficiency in Google Workspace and Microsoft Excel. Process Improvement: Proven experience in mapping processes, proposing workflow improvements, and successfully implementing them. Structured Environment: Familiarity and proven success working within structured workflows and internal controls. Soft Skills: Excellent interpersonal abilities, capacity to multitask and thrive under pressure, and strong skills in managing multichannel communication. Benefits and salary will be discussed in detail during the first interview stage. This is a full-time position allowing 1 day a week working from home after the training period (company policy) and 4 workdays a week from our offices in Hevel Modiin Industrial Park (Shoham). Rentokil Initial is a home for everyone: feel free to come as you are. Rentokil-Initial is the world's largest pest control company, employing over 60,000 people in approximately 90 countries. It is an international company traded on stock exchanges in the UK and the USA. Our site in Israel focuses on developing advanced pest control technologies, including the integration of hardware, software, and artificial intelligence. Additionally, we provide pest control services to various companies, including those in the pharmaceutical and food industries.