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

Qualifications

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.

Additional Information

• 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.