Customer Support Coordinator

We have an excellent opportunity for a Customer Support Coordinator to join our team based in Canberra on a permanent full-time basis. This pivotal role is ideal for a sales-driven individual eager to significantly impact our business by driving sales of paper products to our existing client base across all three divisions. If you are motivated by achieving targets, expanding customer relationships, and earning commission, we want to hear from you!

In this role, you will be an important member of the Customer Service team reporting directly to the Customer Service Manager where you will provide phone and email customer service, sales and support. You will be instrumental in identifying and pursuing sales opportunities within our current client base, consistently striving to increase product sales and expand our reach. We are looking for someone who demonstrates strong ownership and a proactive approach, embracing cross-skilling and tasks that benefit the wider branch, embodying a "can-do" attitude.We have an excellent opportunity for a Customer Support Coordinator to join our team based in Canberra on a permanent  full-time basis.

In this role, you will be an important member of the Customer Service team reporting directly to the Customer Service Manager where you will provide phone and email customer service, sales and support.

The core responsibilities in this role include:

1. Drive Product Sales: Generate, promote, and develop product sales to existing customers and targeting new customer oppurtunities.
2. Proactive Customer Engagement & Sales Cycle Management: Establish and execute an outbound call cycle schedule for proactively engaging with customers, including welcome calls and ongoing contact, to build relationships, understand needs, and actively drive sales and retention based on business KPIs.
3. Customer Issue Resolution: Act as the first point of contact for customer inquiries and issues, ensuring timely and accurate resolution through first contact or efficient coordination, while always seeking to convert inquiries into sales opportunities and retain customers in jeopardy.
4. Strategic Account Management & Retention: Operate as the lead point of contact for dedicated territory/valued customers, proactively identifying and addressing "contracts in jeopardy" to maximize portfolio retention and identifying opportunities for renewed agreements and expanded services.
5. Administrative Excellence: Perform general administrative duties such as answering inquiries, completing transactions, consistently leveraging these interactions to engage in sales-focused conversations, identify leads, and document potential sales opportunities.
6. Relationship Building & Customer Loyalty: Build and maintain strong internal and external relationships through comprehensive customer service support and delivery, providing prompt and accurate service to foster customer loyalty and generate repeat business and referrals.
7. Data Management: Maintain accurate and detailed records of all customer interactions, sales activities (calls, presentations, closed sales, follow-ups), and opportunities within the customer database, systems, and applications to track progress, inform sales strategies, and ensure timely follow-up.
8. Interdepartmental Collaboration for Sales Success: Work cross-functionally with sales and service delivery teams to ensure customer needs are met, facilitate seamless service, and leverage internal relationships and reports to develop solutions that address customer needs and drive sales.
9. Performance Monitoring & Target Achievement: Monitor daily activity to achieve sales conversion targets and inbound/outbound sales targets, forecast and track retention metrics (save results and loss value), and proactively adjust strategies to maximize opportunities and achieve company sales goals.

Requirements:

• Experience working in customer service or call centre environments (essential)
• Experience working in sales environments (not-essential but preferred)
• Capable of working with multiple database systems and email programs with experience in word and spread-sheet packages desirable
• Proficient with communicating verbally and electronically
• Able to work calmly under pressure while multi-tasking
• Proven problem-solving skills
• Ability to focus on delivering a 'wow' experience to customers
• Ability to work in a team environment to support fellow colleagues
• Professional, reliable and punctual
• Accurately enter data into systems

As part of the recruitment process, you will be required to complete the pre-employment medical and reference checks.

If you are looking for an exciting role supporting a great team and the opportunity to advance your career with a global and reputable company, then this is the role for you! APPLY NOW!

About us

At Rentokil Initial, we are proud to be the global expert in pest, hygiene and indoor plant care. What sets us apart is our people. We are a friendly and supportive team driven by a passion to help protect people, enhance lives and preserve our planet, every day.

From washrooms, to aged care homes, to office plantscaping and classrooms – we are there, ready, bursting with passion and pride to make a positive difference for our customers and communities.

We operate three brands: Rentokil Pest Control, Initial Hygiene and Ambius Indoor Plants. Our parent company, Rentokil Initial plc, employs more than 56,000 people across more than 80 countries, supporting over 5 million customer

Rentokil Initial Employee Testimonials

"As an Initial Hygiene Technician, you feel like your own boss."

Stephen Kroger

Initial Hygiene Technician

“Rentokil Initial enables me to have a career where I feel valued but also gives me the opportunity to be a parent and have work-life balance.” 

Phillip Winkler 

Operations Manager

Newcastle

"I have been with Rentokil Initial for 15 years and they have always been there and supportive of me...so I have tried to carry that on as a manager myself."

Deb Morris

Customer Service Manager

Newcastle