Order Management - BO

Program: FM-FAO BLI/Process Name: RENTOKIL-TERMINIX Designation: Analyst/Sr Analyst No of Head Count (s): 20 New Hires/Replacement Hires (HC) by Designation New Hire Billed /Unbilled / BU / OPS Bench Billed / RTX Order Management National Account Back Office SFDC ID for Billed New Opportunity NA Reasons to hire Unbilled / Bench Bench City / Location: Manila Standardized skillset: [Refer attached excel] Skillset not mentioned in template Customer Interaction / Transaction Processing (Experienced) Shift (APJ / EMEA / US / Any combination): AMER (US) / Any Combination Reporting Manager : Sheryll Gutierrez Educational Background: Any Experience Required: Experienced Job Description: Maintain a positive, welcoming tone throughout your interactions with customers and coworkers and leadership. Review dispatch sheets for our contracted customers and follow SLA requirements to ensure our customer’s requests are handled with urgency Use resources to ensure we are handling customer’s concerns properly Keep work chat up and active throughout the day and respond with urgency Assist with Rentokil call volume as assigned by leadership Proactively work on call backs when there is at least two minutes of available time between incoming calls Maintain a 80% or higher in QA score Maintain a successfully meets or higher Scorecard rating for AHT and ACPH goals Maintain a successfully meets or higher Scorecard rating for reliability goals Maintain a successfully meets or higher Scorecard rating for wrap code Notify leadership on duty prior to the start of your shift with any technology concerns and ensure urgency to resolve CSC_IT request pathway guidelineGather information from customers to help identify and solve problems Client Approval mail: See attached Comments External Sourcing Preferred Start date: (induction date) ASAP Collaborators: Anthony Punzalan III, Richard Salimbao, Myrna Badoquillo, Sheryll Gutierez Workplace: WFM, WIO, Hybrid WFH