Startup Jobs
Post a Job
Rentokil Initial

Subject Matter Expert - Corporate Office - Hicare

Mumbai , India
full-time On-site

AI overview

Support new joiners during their on-the-job training by providing real-time guidance and ensuring performance achievements in a collaborative team environment.

About the Role:

  • The SME  will be responsible for supporting new joiners during OJT by providing real-time guidance, resolving escalations, and ensuring process understanding and KPI achievement. 
  • The incumbent will report to the Assistant Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.

Requirements

Job Responsibilities:

  • Provide real-time floor support to Rookies during their OJT phase
  • Assist Rookies in understanding systems, processes, and handling live customer scenarios
  • Take ownership of supervisor-level customer escalations as needed
  • Ensure accurate call dispositioning and ticket handling by new agents
  • Coach Rookies on objection handling techniques and effective rebuttals
  • Monitor and support Rookie performance to ensure KPI achievement as per the milestone plan (100% by M4)
  • Maintain individual performance while balancing floor support responsibilities

Key Result Areas:

  • 100% target achievement by all assigned Rookies during OJT
  • Zero errors in disposition and ticketing
  • Escalation Management
  • Rookie readiness in objection handling
  • 100% KPI compliance by Rookies by Month 4 (M4)

Competencies (Skills essential to the role):

  • Excellent product and process knowledge
  • Strong communication skills
  • Familiarity with all process steps and common call scenarios

Educational Qualification / Other Requirement:

  • HSC
  • Minimum 6 months of experience in the system (80% + QA score, 90% PKT score, 85% Target Achievement MOM - Last 3 months).

Role Type / Key working relationships:

  • Individual Contributor
  • Internal team
  • External stakeholders

Benefits

What can you expect from RPCI?

  • Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in:
  • Service
  • Relationships
  • Teamwork
  • Responsibility


DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.

Rentokil Initial

Rentokil Initial provides services that protect people and enhance lives.We protect people from the dangers of pest-borne disease and the risks of poor hygiene. We enhance lives with services that protect the health and wellbeing of people, and the reputation of our customers’ brands.We are always looking for hardworking, energetic and enthusiastic individuals to join our business. We're a very welcoming company, many of our colleagues see each other as their family!Our main brands are Rentokil, Initial and Ambius who provide services including pest control, washroom solutions, specialist hygiene, medical waste disposal, property care and also interior/exterior landscaping for companies within any industry.We have over 1800 local service teams across the world covering 91% of global GDP in over 90 of the world’s 100 largest cities across North America, Europe, UK and the Rest of World, Asia and the Pacific.Our main drive is to offer outstanding and consistent customer service, to support our colleagues and promote colleagues from within, all whilst making sure we have the best health and safety standards possible - we want everyone to get home safely.Does this sound like the company for you? Have a look at our vacancies below!

Website LinkedIn
View all jobs
Get hired quicker

Be the first to apply. Receive an email whenever similar jobs are posted.

Report this job
Apply for this job