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Experience Level
Experience
Qualifications
Essential Skills:In-depth knowledge of products and processes.Exceptional communication skills.Familiarity with all process steps and typical call scenarios.Educational Requirements:Higher Secondary Certificate (HSC).A minimum of 6 months of experience in the system with a performance track record of 80%+ QA score, 90% PKT score, and 85% Target Achievement for the last 3 months.
About the job
About the Role:
The Subject Matter Expert (SME) will play a critical role in supporting new hires during their On-the-Job Training (OJT) by delivering real-time guidance, addressing escalations, and ensuring a comprehensive understanding of processes to meet Key Performance Indicators (KPIs).
This position reports directly to the Assistant Manager and requires collaboration within a multi-functional team, engaging with both internal teams and external stakeholders.
Key Responsibilities:
Provide immediate floor support to new employees during their OJT.
Facilitate new hires in grasping systems, processes, and managing live customer interactions.
Manage supervisor-level customer escalations as necessary.
Ensure accurate call dispositioning and ticket management by new agents.
Coach new employees on objection handling strategies and effective rebuttals.
Monitor and enhance Rookie performance to guarantee KPI compliance as per the milestone plan (100% by Month 4).
Balance individual performance with floor support tasks.
Key Performance Indicators:
Achieve 100% target compliance by all assigned Rookies during their OJT.
Maintain zero errors in call disposition and ticketing.
Effective escalation management.
Ensure Rookie readiness in objection handling.
Achieve 100% KPI compliance by Rookies by Month 4.
About Rentokil Initial
Rentokil Initial is a global leader in pest control and hygiene services, committed to enhancing the quality of life for customers through sustainable practices. We value our employees and foster a culture of service, responsibility, and teamwork.
Clicking Apply Now takes you to AutoApply where you can tailor your resume and apply.
Unlock Your Potential
Generate Job-Optimized Resume
One Click And Our AI Optimizes Your Resume to Match The Job Description.
Is Your Resume Optimized For This Role?
Find Out If You're Highlighting The Right Skills And Fix What's Missing
Experience Level
Experience
Qualifications
Essential Skills:In-depth knowledge of products and processes.Exceptional communication skills.Familiarity with all process steps and typical call scenarios.Educational Requirements:Higher Secondary Certificate (HSC).A minimum of 6 months of experience in the system with a performance track record of 80%+ QA score, 90% PKT score, and 85% Target Achievement for the last 3 months.
About the job
About the Role:
The Subject Matter Expert (SME) will play a critical role in supporting new hires during their On-the-Job Training (OJT) by delivering real-time guidance, addressing escalations, and ensuring a comprehensive understanding of processes to meet Key Performance Indicators (KPIs).
This position reports directly to the Assistant Manager and requires collaboration within a multi-functional team, engaging with both internal teams and external stakeholders.
Key Responsibilities:
Provide immediate floor support to new employees during their OJT.
Facilitate new hires in grasping systems, processes, and managing live customer interactions.
Manage supervisor-level customer escalations as necessary.
Ensure accurate call dispositioning and ticket management by new agents.
Coach new employees on objection handling strategies and effective rebuttals.
Monitor and enhance Rookie performance to guarantee KPI compliance as per the milestone plan (100% by Month 4).
Balance individual performance with floor support tasks.
Key Performance Indicators:
Achieve 100% target compliance by all assigned Rookies during their OJT.
Maintain zero errors in call disposition and ticketing.
Effective escalation management.
Ensure Rookie readiness in objection handling.
Achieve 100% KPI compliance by Rookies by Month 4.
About Rentokil Initial
Rentokil Initial is a global leader in pest control and hygiene services, committed to enhancing the quality of life for customers through sustainable practices. We value our employees and foster a culture of service, responsibility, and teamwork.