Senior Customer Service Supervisor

at  Ecolab

SENIOR CUSTOMER SERVICE SUPERVISOR

Do you want to be a part of a Global organisation committed to the investment in Equality, Diversity, and Inclusivity? With 43% of our Board of Directors being female, our pledge is to diversify and inclusively draw on different skillsets, talents, resources, and energies to improve the growth of our business; in doing so we understand the importance of a fun and vibrant environment, with a valuable team dynamic, internally and externally! Are you driven to succeed? Dependable, and a trouble shooter? Do you have the ability to build excellent relationships? If so, we want you to consider becoming part of a Global business leader in our industry; helping us drive our businesses growth by partnering with our external and internal customers to demonstrate excellent customer satisfaction.
As an industry leading provider with over 100 years success rate, we believe the best teams are diverse and inclusive; this allows us to grow our talent and help them to achieve success. Our success is because of our people, and we are committed to ensuring that we train and develop our associates to continue our legacy of exceptional standards. With opportunities to progress for those interested in developing their careers.

SKILLSETS:

Good leadership skills, being able to act as a single escalation point for a team and a deputy to the Customer Service Supervisor. Good interpersonal skills, being able to train and coach other Customer Service Agents within the team. Capability to work unsupervised and make own work –self-motivated and end result driven. Handle Customer, Sales, and Service general queries (via phone calls, emails, and other sources)Exceptional customer communication skills (written and verbal), being able to clarify customer needs and articulate ways forward clearly and without company “jargon” Planning and execution skills to deliver a range of planned tasks and actions for a diverse range of customers with various service and communication needs.
Good relationship building capability to be able to provide exceptional service to our customers. Solid investigative skills to be able to co-ordinate information from multiple sources to get to a point of clarity for the customer. Microsoft Office (particularly Excel) skills to allow for management and tracking of customer work, as well as submission of basic information in line with customer needs. Excellent planning skills to be able to execute customer tasks on time and to quality, first time, every time. Attention to detail to ensure that critical tasks are executed accurately and on time. Experience in query management, renewals and retentions preferred
As a Customer Service Agent for Ecolab we will provide you with the tools and experience to be an expert for those closest to us; our associates, and our customers. You will have excellent attention to detail and be able to multitask in order to ensure data is captured whilst building and retaining relationships. Here at Ecolab we thrive on fast paced and driven environments, this allows us to fully exert ourselves in collaborative, energised and dynamic teams that enable us to learn, innovate and develop ourselves. If you think you’re up for the challenge, combined with our first-class training we can make you a winner!
We welcome applications from people fleeing the situation in Ukraine. If you have the required skills and your status gives you eligibility to work in the country of this job, please apply, and select that you have the right to work, and will not require sponsorship.

ROLE DESCRIPTION:

Working closely with Sales and Service teams of the Pest Elimination Division, execute and manage a range of account maintenance, planning and support activity with a primary focus on customer satisfaction (internal and external.) Develop close working relationships across the business to support happy, retained customer accounts and support growth and proliferation of the Ecolab brand.
Supervises daily activities of customer service staff. Maintains orderly workflow of Customer Service Agents to provide the most effective and efficient service in accordance with established policies and procedures. Provides guidance and counsel to service staff. Ensures that good customer relations are maintained. May be responsible for managing and utilizing sophisticated telecommunications equipment. Studies call statistics, making recommendations to minimize cost while maximizing customer service. Competent to perform most complex customer service activities.

KEY RESPONSIBILITIES:

Day to day support of Customer Service Supervisor, managing team workloads and assisting in administration linked to people needs e.g. system access requests. Support new and existing team members with training and developmental needs. Proactively identify performance gaps and areas for improvement, and act upon issues directly supporting Divisional Management. Inspire confidence in our customers (internal and external) by handling their needs with courtesy and professionalism at first point of contact via Telephony, managing key accounts and billing needs, provision of Management and Business Information and processing and maintenance of data.